Defence Business Services

7 months ago

Blackpool, United Kingdom Ministry of Defence Full time

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

- 357917**Salary**:

- £28,300- per annum (pro rata)- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- MOD - Head Office & Corporate Services - Defence Business Services (DBS) - Armed Forces Veterans Services (AFVS)

**Type of role**:

- Operational Delivery**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Tomlinson House, Norcross, Blackpool, LancashireAbout 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 UK’s 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.

**Come and join the DBS community today**

**Job description**:
To support the business as a member of the Complaint Resolution Team, reporting to the HEO of the team. To work collaboratively to ensure best practice and in line with the departments commitment to provide the best possible service to our serving members of the Armed Forces and the Veterans community. To investigate and answer customer complaints, identify trends and areas for improvement and identify Unacceptable Customer Behaviour (UCB)

**Duties include**:

- Work as part of a team dedicated to improving internal and external level of customer service
- Undertake end-to-end action to investigate and respond to customer complaints at both levels of the internal complaints process. Conduct initial courtesy call to ensure all aspects of the complaint are understood. Investigate complaint issues via liaison across AF&V SMEs to seek input. Challenge advice received as required and seek clarification. Draft bespoke complaint response for sign off by team AH and Hd of AF&V. Use direct, honest communication to build customer trust and improve customer satisfaction.
- Take responsibility for complex case work as allocated by Complaint Resolution Team HEO/SEO. Prepare case packs, determine current issues, undertake end-to-end action to investigate and draft responses for signature by team AH and Hd AF&V. Challenge advice received as required and seek clarification. Keep all stakeholders informed.
- Monitor complaint feedback and identify trends from complaints received and complex casework. Undertake trend analysis, recording and taking forward issues highlighted by staff, customers and senior managers on a central lesson learned database to seek future service and delivery improvement.
- Undertake AF&V Unacceptable Customer Behaviour (UCB) process as required. Identify UCB requirement via complaint and customer engagement monitoring, liaising with Veterans Welfare Service, operational teams, OPPT and senior managers. Ensure information is shared, reviewed and updated.
- Consider maladministration when processing complaints. Prepare case backgrounds for WPS and AFCS maladministration claims for the Complaint Resolution Team HEO / SEO where maladministration identified, to aid further and final consideration.
- Seek to improve use of IT and digital solutions for internal processes and external customers, liaising with senior managers and transformation team.
- Promote requirement for excellent customer servi

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