Deputy Director Workforce Service Support

6 months ago

Glasgow, United Kingdom Home Office Full time

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

- 309026**Salary**:

- £75,000 - £85,000- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- SCS Pay Band 1**Contract type**:

- Permanent**Business area**:

- HO - Visas and Immigration**Type of role**:

- Operational Delivery**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Belfast, Cardiff, Dover, Glasgow, Liverpool, Manchester, SheffieldAbout the job

**Job summary**:
**The Background**:
As one of the original great Departments of State, the Home Office has one of the most challenging jobs in government. Its mission is fundamentally important: to keep Britain’s streets safe and its borders secure. The Home Office leads on immigration and passports, drugs policy, crime policy, counter-extremism and counterterrorism and works to ensure visible, responsive, and accountable policing in the UK. These issues are at the heart of the Government’s agenda, with significant challenges that can change rapidly in a global context. This makes it one of the most exciting and stimulating Departments to work in.

Customer Services is a recently established capability, playing a key role within the Migration and Borders System. Customer Services has typically over 13m customers annually, with a workforce of over 14,000 across its legacy constituent business units including: Asylum & Human Rights, Visas and Citizenship (V&C), Her Majesty’s Passport Office (HMPO), and the General Registrar Office (GRO). We take a customer-led approach to delivering services, whilst maintaining robust security controls at all times.

Within Customer Services sits Customer Operations Support Services (COSS) brings together over 3600 colleagues within 7 cross-cutting functions of Customer Services, including Workforce Service Support, to improve internal employee experiences and drive operational improvements for customers, whilst maintaining security and control. COSS has continually grown and developed with the key role of engaging with multiple directorates and to ensure operations remain aligned to the Customer Services strategy. WSS seeks to collaborate with internal and external business partners, providing coordination and governance for resource and recruitment activity, whilst also managing the deployment of surge team resource to support operational areas with unexpected demands.

Our Customer Services collective vision is to place our customers’ needs at the centre of what we do, being adaptive, responsive, and respectful. Our focus is to deliver the One Home Office outcomes, be efficient, outcome focused and forward looking. We will enable and empower our people to deliver consistent and effective outcomes to meet our customers’ needs.

**Job description**:
**The role**:
This is a new, exciting, and demanding role that is a cornerstone of the new Customer Services model and vision: ‘To deliver the government's priorities: place our customers’ needs at the centre of what we do, being adaptive, responsive, and respectful at all times.’

The Head of Workforce & Service Support leads the centralised operational teams within Customer Services. They must ensure the smooth working of these teams with the rest of Customer Services, as well as driving improvement and change initiatives across the different teams. Accountabilities for the post holder include:

- Develop and maintain positive stakeholder relationships, building trusted partnerships, acting as an influential point of contact representing the Shared Operations internally and externally.
- Provide effective and highly visible leadership to the CS Shared Operations, developing a high performing and motivated team and ensuring that it is an excellent place to work.
- Own the central operations and shared services budgets; managing in-year financial allocations, leading on mutually agreeing cross-service prioritisation decisions and delivering against business plans.

**Key Responsibilities**:
**Accountabilities for the post holder include**:

- As a Senior Civil Servant within Customer Services, commit to supporting Home Office Vision and Values by enabling a workplace culture where everyone feels able to bring their whole selves to work and by taking action to support the business to achieve a shift towards increased diverse representation.
- As lead for the Workforce Service support Team, you will lead to better align and support the delivery of our Shared priorities; Lead on bringing together all workforce information from across all areas of CSG and give a combined view of Customer Services. Deliver WSS services resource coordination in a joined up, holistic and outcome-focused way across our team, COSS, and the Capability. To be the primary conduit between HMRC Surge and OGD staff deployment.
- Work with key stakeholders including HORC, GRS and SSCL to enhanc

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