Defence Business Services

2 weeks ago


Thornton Cleveleys, United Kingdom Ministry of Defence Full time

**Details**:
**Reference number**:

- 257564**Salary**:

- £27,080**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- MOD - Head Office & Corporate Services - MOD - Head Office & Corporate Services - DBS Enquiry Centre**Type of role**:

- Contact Centre**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Blackpool, North West England, FY5 3WPAbout the job

**Job summary**:

- Defence Business Services (DBS) provides Human Resource (HR), Pay, Veterans, Finance and Procurement services by delivering critical support that enables MOD and Government to focus on strategic Defence priorities.
- Our Enquiry Centre plays an important role as the link between DBS and our customers: we are the first line of customer support, with expert business areas supporting us. Successfully recognised for Customer Service Excellence by achieving and maintaining the Cabinet Office standard.
- Our Enquiry Centre’s receive approximately 500,000 calls per year with a focus on resolving enquiries at first point of contact and customer service excellence. Our Enquiry Centres are fast paced, interesting and varied where customer contacts need to be answered quickly, consistently, and to a high quality.
- Our customer facing operating hours are 8am - 4pm, Monday - Friday.
- This position is advertised at 37 hours per week.- Applicants should note that DBS has recently undertaken a review of its operational locations in the North West, and will consolidate all activities in Blackpool. This means that DBS staff will move from both Walker House (Liverpool) and Cheadle Hulme in the late Summer of 2023 and initially relocate to Tomlinson House (Norcross). A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2026. _
- As a result, all vacant DBS posts in the North West will be advertised at Tomlinson House (Norcross). There is, however, an expectation that all DBS staff, irrespective of their agreed duty station, will travel to other DBS and/or MOD site(s), as required, to complete all necessary training and to participate in team or additional collaborative activities - detached duty terms may apply. Terms of transfer have been negotiated for DBS posts relocating in the North West. DBS also supports Flexible Working, which can be discussed in more detail at interview.**Job description**:
**Our Enquiry Centres cover**:
Civilian Personnel - provides a service which enables managers and employees to effectively follow and adhere to HR policies and processes including Resourcing, Pay, Leave and Leavers.

Finance and Procurement Services - provides support to MOD suppliers and debtors, as well as technical advice to accounting, procurement and commercial professionals in MOD.

Veterans UK - Supporting the welfare of our Veterans, War Widows/Widowers and their dependents worldwide, Veterans UK provides the essential support and care for all service personnel following their discharge and transition to becoming a veteran.

**Person specification**:
You will be responsible for the day-to-day functions of an Enquiry Centre, including line management of a team of AOs, in accordance with DBS objectives and Key Performance Indicators (KPIs).
- Collaborating with your colleagues who are based at other locations is essential so travel to other sites will be required.
- Your key responsibilities include:
- Ensure the team are representing DBS professionally and providing excellent customer service ensuring quality checks are conducted throughout the month on calls and correspondence to meet our KPI: Responses to customers are accurate and consistent, resolving customer queries at first point of contact and calls being answered in a timely manner.
- Complete daily BAU activities to maintain the efficient and effective running of the EC- Which includes reporting on daily stats regarding the team’s correspondence and workforce planning
- Carry out and engage in regular performance management meetings, return to work discussions,121’s for you and your team discussing individual stats, progress and development needs, ensuring follow up action is taken
- Supporting the DBS Strategic Objective to be customer centric.
- Use data from call, shift and case management systems to accurately plan and reflect on business processes and staff development
- Attend meetings, daily and monthly within your own team and other business areas to discuss staffing, hot topics, share best practice, identify trends, ensure consistency and meet SLA Daily Process Management
- Investigate and take ownership of customer escalations and/or complaints, including taking over calls when necessary.
- Be empowered and empower your team to actively seek and encourage Continuous Improvement Opportunities and embed a culture of positive change in your team

Collabora



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