Head of IT Service Management Capabilities (Fixed Term)

UK Civil Service


Defence Business Services (DBS) Enquiry Centre Advisor
UK Civil Service • Thornton, United Kingdom • via LinkedIn
1 day ago
Full–time
Apply on LinkedIn
Job description
Contents
• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Norcross - Tomlinson House, FY5 3WP

About The Job

Job summary

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UKs Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.
• Our Vision - To support UK defence customers with outstanding service every time.
• Our Mission Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 27%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2026.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

Come and join the DBS community today!

https://youtu.be/gUw0ToaRGgk

Job Description

Defence Business Services - Enquiry Centre Advisor Role

Our DBS Enquiry Centre Service Include Three Telephone-based Teams:

Civilian Personnel (Civ Pers) - Primarily an inbound telephony service, this team provides a service which enables managers and employees to effectively follow and adhere to HR policy and processes including Resourcing, Pay, Leave and Leavers. We also manage several inboxes from which we resolve or triage inbound email queries throughout Defence Business Services (DBS).

Finance and Procurement Services (F&PS) Winners of the MOD Financial Team of the Year, MOD Head Office & Corporate Services Commendation and Customer Service Excellence Awards. The team provides invoice, payment, and account support to both Suppliers to and Debtors of MOD, as well as signposting to process and procedure guidance & technical advice for Procurement users and Commercial & Financial professionals across DBS & MOD

Veterans UK Helpline Consistently providing support and advice to the UKs Veterans, Service Personnel and their families. The team provides assistance for both of the Veterans UK compensation schemes, War Disablement Pensions and the Armed Forces Compensation Scheme. Assistance and advice is also provided to Veterans, their families and Dependants with issues such as benefits, housing and welfare.

You dont need any previous experience or qualifications to join us, but we are looking for hardworking and resilient team players, who are enthusiastic and genuinely want to support our customers with their needs. Keeping customer satisfaction at the core of every decision and behaviours, through verbal and written communication skills to enable you to converse with customers daily.

Helping to deliver excellent customer service listen to, understand, empathise and engage with customer requirements. The successful candidate will accept ownership for effectively resolving phone or email enquiries, customer issues and complaints to the highest quality.

Our customer facing operating hours are 8am 4pm, Monday Friday

Responsibilities -

Include person specification and essential criteria - to help a candidate decide if they should apply

The Role Requires You To:
• Open and Honest: Clear Communication at every step of the customers journey
• Manage large volumes of inbound calls/correspondence in a timely manner, listen to, understand, empathise and engage with customer requirements
• Answer calls/ correspondence on a variety of subjects, working as part of a multi-skilled team.
• Handle queries from customers efficiently and effectively, Providing sound advice and a high quality of knowledge
• Log and update queries from customers using a Service Management system.
• Undertake training and up-skilling to support the changing business requirements.
• Recognise continuous improvement possibilities, championing the benefits to the customer and operations.
• Support the Operational Team Leader and Manager in overall service delivery.

Person specification
• You take pride in completing your work to the highest standard
• Ability to process high volumes calls/correspondence without compromising quality.
• Confidence, understanding and patience when working with demanding customers.
• Be an excellent communicator aiming to deliver a positive customer experience.
• Positive attitude with the ability to problem-solve and achieve outcomes in a timely manner
• Ability to effectively manage customer expectations.
• Take ownership of issues and persistently drive them to resolution.
• Ability to work with IT, including Microsoft products
• An openness to feedback and confidence working with others.
• Ability to multi-task, set priorities and manage time effectively.
• Excellent listening skills and natural empathy
• Attention to detail with the ability to retain and assimilate information quickly

Desirable Skills
• Contact/Enquiry Centre Experience
• Customer Service Experience

Behaviours

We'll assess you against these behaviours during the selection process:
• Managing a Quality Service
• Delivering at Pace
• Working Together

We only ask for evidence of these behaviours on your application form:
• Managing a Quality Service

Benefits

Alongside your salary of £26,235, Ministry of Defence contributes £7,600 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years' service (pro rata). In addition to 8 public holidays per year, you will also receive leave for the King's birthday
• Hybrid working, where role permits
• An opportunity to be considered for Reward & Recognition- £250-£5000 per year.
• Family friendly policies including parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
• Special paid leave to volunteer up to 6 days per year
• A Civil Service pension with an employer contribution of 28.+7%

Allowances

The post does not offer relocation expenses.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Employment Hours

This position is advertised at 37 hours per week.

Things you need to know

Selection process detailsThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Completing your application 

Behaviour examples requires more than just information about what you did, it requires you to explain. There are many different approaches you could take to writing behaviours, such as the STAR, or the CAR method. As to which one you chose to use, its all down to your personal style of writing. Within the Civil Service, the most common approach is: The STAR method. 

Using the STAR method, allows you to set the scene, show what and how you did and the overall outcome. The job holder (and later the interviewer) will use this method to gather all the relevant information about a specific capability that the job requires. 

Situation - Describe the situation you found yourself in. You must describe a specific event or situation. Be sure to give enough detail for the job holder to understand. 
• Where are you? 
• Who was there with you? 
• What had happened? 

Task - The job holder will want to understand what you tried to achieve from the situation you found yourself in. 
• What was the task that you had to complete and why? 
• What did you have to achieve? 

Actions - What did you do? The job holder will be looking for information of what you did, how you did it and why. Keep the focus on you. What specific steps did you take and what was your contribution? Remember to include how you did it, and the behaviours you used. Try to use I rather than we to explain your actions that lead to the result. Be careful not to take credit of something that you did not do. 

Results - Dont be shy about taking credit for your behaviour. Quote specific facts and figures easily understandable. 
• What results did the actions produce? 
• What did you achieve through your actions and did you meet your goals? 
• Was it a successful outcome? If not what did you learn from the experience? 

Keep the situation and task parts brief. Concentrate on the action and the result. If the result was not entirely successful describe what you learned from this and what you would do differently next time. Make sure you focus on your strengths. 

Remember- if you are a school leaver or out of employment, and feel that you dont have the experience to apply for this role then do this- 

Make a List Of Your Skills, Strength And Experience 

Focus on your education/day-to-day life/extra-curricular activities such as team sports 

Highlight anything that would help you perform in the job that you are applying for 

For more information on applying for Civil Service jobs and completing your application please visit- 

The STAR method , National Careers Service

Success Profiles - GOV.UK (www.gov.uk)

Working for the Civil Service - Civil Service - GOV.UK (www.gov.uk)

When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.

Please ensure that at the application and interview stages of the campaign you review the Success Profiles Framework to assist you in the demonstration of your skills and experience.

Your suitability for the role will be assessed using the Success Profile elements that have been chosen for this campaign. Each element will be scored accordingly, and the successful candidate will be appointed on merit.

Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, an initial sift will be conducted on your Primary: Career - Personal Statement, Secondary: Behaviour - Managing a Quality Service. In this instance the remaining elements will be tested at interview.

At application stage you will be assessed against the following:

Behaviours:
• Managing a Quality Service

Experience: 
• Personal Statement, In no more than 500 words, please detail your experience of the following. Please provide information of how you meet the criteria set out in the job description. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlines in the job advert.

At interview 1 stage you will be assessed against the following:-

Experience - Customer Service Experience
• The first part of the interview process will comprise of a telephone assessment. Candidates meeting the minimum criteria at this stage will be invited to an interview where you will be assessed against all 3 Behaviours.

At Interview 2 stage, you will be assessed against the following behaviours:-

Behaviours:
• Managing a Quality Service
• Delivering at Pace
• Working Together

In The Rare Case Where Individuals Have Exact Matching Scores, The Order Of Merit Will Be Determined Based On The Behaviour Scores At Interview In The Following Order:

1 - Behaviour - Managing a Quality Service

2 - Behaviour - Working Together

3 - Career - Personal Statement

4 - Behaviour - Delivering at Pace

If Candidate Scores Are Still Exact, The Merit Order Will Then Be Determined On The Sift Score In The Below Order Or Priority:

1 - Career - Personal Statement

2 - Behaviour - Managing a Quality Service

We want to offer opportunities to all who are successful at interview for our roles, but this isnt always possible, so we do hold candidates on an active reserve list for 12 months.

Application sifting to take place from the end of February

Interviews are currently taking place via MS Teams and will be conducted from early March

A minimum of 2 full working days notice will be provided for interviews. We endeavour to stick to these dates, but these are subject to change around business needs. The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBS-EnhancedRecruitmentTeam@mod.gov.uk

MOD Recruitment Satisfaction Survey we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights.

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points-based system, where a role has been deemed to be business critical. 

The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn. 

To assist with your application please find attached -  

DBS Candidate Information Guide - Working for Defence Business Services - GOV.UK (www.gov.uk) 
• UK Ministry of Defence: Life , LinkedIn

Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirements

This Job Is Broadly Open To The Following Groups:
• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) Working for the Civil ServiceThe Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This Vacancy Is Part Of The Great Place To Work For Veterans (opens In a New Window) Initiative.Once This Job Has Closed, The Job Advert Will No Longer Be Available. You May Want To Save a Copy For Your Records.Contact Point For ApplicantsJob Contact :
• Name : Rachael Matthews
• Email : dbscs-birt@mod.gov.uk

Recruitment team
• Email : DBS-EnhancedRecruitmentTeam@mod.gov.uk

Further informationAppointment to the Civil Service is governed by the Civil Service Commissions Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact DBS-EnhancedRecruitmentTeam@MOD.gov.uk in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

Attachments Defence Civil Servant Offer Opens in new window (pdf, 524kB) Candidate Information Pack 010223 Opens in new window (pdf, 4083kB)

Share this page
• Print
• Email
• Gmail
• Facebook
• LinkedIn
Report this listing
UK Civil Service
Glassdoor
3.+/5
2.1K reviews
Indeed
3.5/5
114 reviews
RateMyPlacement
3.7/5
57 reviews
gov.uk/government/organisations/civil-service
More jobs at UK Civil Service
See web results for UK Civil Service

UK Civil Service