23.26 Eo Operational Solutions Agent

2 weeks ago

Liverpool, United Kingdom Disclosure & Barring Service Full time

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

- 268299**Salary**:

- £25,236 - £27,917**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- DBS - Operations Director (Disclosure)**Type of role**:

- Analytical
- Operational Delivery
- Project Delivery**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Liverpool, North West England, L3 1QYAbout the job

**Job summary**:

- As an Operational Solutions Agent, you will liaise with users, operational teams, stakeholders and suppliers to help ensure the continuous and effective operation of the Disclosure and Barring Service (DBS) in line with business requirements. This includes working with IT suppliers and Police National Computer (PNC) services to investigate and help resolve anomalies identified with the PNC extract or DBS matching algorithms, as well as managing the ECM filtering, sampling, extract, DIT, grey list and fingerprint validation workstreams. The role involves working on site across multiple computer systems.**Job description**:

- Key Task/Areas of accountability
- Work seamlessly across DBS operations to:
- Maintain effective operational relationships around IT issues, including with IT Service Management, DBS suppliers and information providers.
- Liaise with managers, business leaders and other key stakeholders to provide high quality advice and guidance about workflow.
- Work with IT suppliers and PNC services to investigate help resolve anomalies identified with the PNC extract or DBS matching algorithms.
- Deal effectively with all escalated customer enquiries/complaints.
- Communicate clearly and concisely in sharing information and best practice with colleagues and managers.
- Collaborate effectively with internal and external stakeholders in order to maximise customer service.
- Develop good working relations within own team, and with other teams across DBS, providing guidance and support to internal and external stakeholders on request.
- Manage the Escalated Case Management team inbox, ensuring workflow is directly through it and dealt with promptly and accurately.
- Ensure the Fingerprint database is completed promptly and accurately. Make full use of the database to manage fingerprint workflow.
- Ensure extract checks are completed promptly and accurately.
- Ensure filtering checks and related manual builds are completed promptly and accurately.
- Ensure sampling checks are completed promptly and accurately.
- Ensure grey list checks are completed promptly and accurately.
- Use knowledge of DBS processes to inform training needs.
- Ensure knowledge of operational and security procedures is current and followed.

**Person specification**:

- Essential criteria- Ability to interpret new and complex information quickly, identify the salient points and make recommendations based on sound analysis and technical advice.
- Strong telephony and customer service skills.
- Strong written communication skills, including spelling and punctuation.
- Proficiency in use of IT, including a strong working knowledge of the Microsoft Office suite.
- Use of PNC is required. Staff must be willing to undertake PNC training and NPPV2 clearance.
- A willingness to learn DBS matching algorithms.

Desirable criteria- A knowledge of algorithms.
- A working knowledge of DBS processes.
- Proficiency in the use of Oracle and Siebel customer relationship management systems.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Making Effective Decisions
- Managing a Quality Service
- Communicating and Influencing

**Benefits**:

- The DBS offers a number of excellent benefits for its employees. These can include:

- Generous annual leave entitlement;
- Excellent maternity, paternity and adoption schemes (after a qualifying period);
- Commitment to the health and wellbeing of our employees;
- Employee Assistance Programme;
- Flexible working opportunities;
- Eyecare voucher scheme;
- Occupational Health Service including referrals for counselling and physiotherapy;
- 24/7 Counselling and Wellbeing Service
- The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (open

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