Dbs Enquiry Centre

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

- 256428**Salary**:

- £27,080**Job grade**:

- Executive Officer- D**Contract type**:

- Permanent**Business area**:

- MOD - Head Office & Corporate Services - Defence Business Services**Type of role**:

- Human Resources**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
- DBS Tomlinson House - NorcrossAbout the job

**Job summary**:
The Enquiry Centre Business Trainer will work as part of DBS Customer Services Operations Team.

As part of our on-going commitment to support our staff and deliver excellent customer service, the Enquiry Centre has created a dedicated training post.

There will also be some occasional cross-pillar training required, for example, new starter induction.

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**:
Applicants will need to demonstrate effective communication skills; they must be a self-driven, motivated individual who is organised and has the ability to adapt quickly to any changes in business priorities.

Improve staff capability through on-going training needs analysis and the design, delivery and evaluation of training requirements.

Work closely with staff and Line Managers within the Enquiry Centre and back offices where appropriate including attending Relationship Management Meetings. Identify skills gaps to provide an analysis of training needs and discuss Hot Topics, share best practice and identify trends.

Consult with Line Managers to devise and own an appropriately prioritised training plan. This will include some involvement with consolidation and coaching.

Design training interventions, considering appropriate delivery mechanisms, channels, materials and resources required to meet diverse learning skills.

Delivery of blended training activities.

Assist Team Leaders with monthly quality assurance checks and complaint responses.

Practice Continuous Improvement considering the measurable benefit to the customer and operations.

**Person specification**:

- An ability to display confidence and competence in the delivery of training activities to a variety of target audiences.
- An ability to undertake training needs analysis across a variety of services lines, taking the technical requirement and translating into effective training.
- An ability to determine appropriate design options and appreciate different learning styles.
- An ability to evaluate the effectiveness of training, using the results to continuously
- improve.
- An ability to prioritise activities based on resources available, business risk and opportunity.
- Demonstrate flexibility and adaptability to change priorities in light of changing business requirements.
- Essential Qualities:

- Be an excellent communicator with a high level of Customer Service Skills
- Ability to confidently work with IT, especially Microsoft products**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Leadership
- Delivering at Pace
- Changing and Improving
- Managing a Quality Service

**Benefits**:

- Learning and Development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

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.

Please note: Interview travel expenses will not be reimbursed.

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 colle