Army Correspondence Triage Lead

Position Overview

Are you prepared to lead a newly established team within the dynamic Parliamentary and Disclosures Division? This role offers a unique opportunity to define and implement innovative operational strategies that will influence the entire division. As the leader of a team of 11, you will oversee all incoming correspondence and requests, ensuring effective allocation of tasks while addressing customer inquiries and concerns.

The Parliamentary and Disclosures Division handles requests for disclosures from Personnel Files and Medical documents as sought by veteran service members and their representatives. Additionally, the team manages Freedom of Information (FOI) requests and genealogy inquiries, serving as the primary contact for all parliamentary and ministerial correspondence related to Army Careers. With over 100,000 requests processed annually, this division is the largest within the organization, offering a diverse array of activities and opportunities.

Having undergone significant transformation in the past year, the team is now poised to solidify its digital advancements by refining operational practices. Furthermore, ongoing legislative changes necessitate focused attention and project initiatives in the coming year.

The Ministry of Defence employs a workforce of over 50,000 Civil Servants, with approximately 7,000 within the Army Top Level Budget (TLB) across more than 300 locations. Our workforce is diverse, encompassing roles such as trainers, human resources professionals, educators, psychologists, storekeepers, financial analysts, project managers, and policy staff, all contributing to essential outputs for the Army.

This position is structured for a 37-hour work week.

Key Responsibilities

In collaboration with fellow Disclosures Managers, you will guide the Parliamentary and Disclosures Division to deliver precise and timely outputs in compliance with current legislative and regulatory standards. Your leadership will inspire and engage your team, fostering an environment where individuals can reach their full potential. You will champion a culture of inclusivity and diversity, promoting trust and empowerment while facilitating change. As the central hub of the division, you will identify workstreams and delegate tasks to other teams.

• Utilize strong leadership and interpersonal skills to manage a team comprising 1 Executive Officer, 6 Administrative Officers, and 3 Administrative Assistants, while spearheading a multi-skilling initiative across the division.
• Establish, maintain, and oversee the Triage team to ensure optimal support is provided to other Disclosure teams, facilitating timely and accurate responses to inquiries.
• Pursue continuous improvement by regularly assessing operational practices, workloads, and responsibilities within disclosure sections to enhance efficiency, maximizing resource utilization to meet DPA/FOI requirements and evolving business needs. Implement changes identified through audits, reports, team briefings, new policies, and customer feedback.
• Identify opportunities for performance enhancement through product innovation, personnel development, or best practices.
• Address relevant customer complaints effectively.
• Lead the Document Rectification Team.
• Contribute to the division's success by participating in team meetings and broader briefing sessions, actively shaping the team culture through engagement in team activities.
• Prepare accurate statistics, reports, and briefs as needed.
• Act as a deputy for the Branch Senior Executive Officer and provide coverage for other Higher Executive Officers as necessary.
• Perform any additional tasks deemed reasonable for the role, as directed by management.

The position will be based in a collaborative environment, working alongside colleagues from various locations and all branches of the armed services to deliver exceptional service to veterans and their representatives.

Candidate Profile

The ideal candidate will possess:

Essential Qualifications

• Experience in managing a large and diverse team, with a focus on fostering individual development and cultivating a positive, inclusive culture.
• A proactive approach to problem-solving, with a commitment to maximizing productivity and efficiency.
• A strong dedication to continuous improvement, with experience in reviewing and transforming processes in a digital context, and the ability to inspire and support others through change.
• Capability to gather and analyze data from various sources.
• Excellent stakeholder engagement and relationship management skills, enabling productive collaboration with a wide range of data owners and decision-makers.
• Outstanding written and verbal communication skills, with the ability to analyze, synthesize, and present complex information clearly, establishing credibility and fostering consensus.
• Self-awareness and authenticity in all situations, even under pressure.

Desirable Qualifications

• Knowledge and practical experience in applying FOI and DPA regulations within a professional context, evidenced by a successful track record in service delivery related to FOI, SAR, and DPA requests.
• Experience in project management, with the capability to support rapid project implementation.
• A willingness to pursue Practitioner Qualifications for DPA and FOI.

Behavioral Competencies

During the selection process, candidates will be assessed against the following competencies:

• Adaptability and Improvement
• Leadership
• Collaboration
• Quality Service Management
• Strategic Perspective
• Timely Delivery

Benefits

In addition to a competitive salary, the Ministry of Defence contributes significantly towards your participation in the Civil Service Defined Benefit Pension scheme. The Army is committed to being a supportive employer, promoting flexible working arrangements to help maintain a healthy work/life balance. Additional benefits include:

• 25 days of paid annual leave, increasing to 30 days after five years of service.
• A highly competitive pension scheme with an average employer contribution of 27%.
• Opportunities for personal and professional development.
• A culture that values inclusion and diversity.
• Alternative working patterns for many roles.
• Access to the Employee Assistance Programme (EAP), providing support for a productive and healthy work environment.
• Enhanced parental and adoption leave.
• 6 days of special leave annually for volunteering activities.
• Tailored learning and development opportunities.

The Ministry of Defence believes in the potential of every individual to make a difference and provides support for career advancement, including pathways to professional qualifications and modern apprenticeships. The workplace also features amenities such as an on-site canteen and gym, along with various support groups and social clubs.

Where operational needs permit, some roles may allow for a blend of office and remote work. This arrangement is non-contractual, with a minimum expectation of 60% office attendance, subject to capacity and necessary adjustments. Travel to other locations for official duties will also count towards this attendance requirement.

Please note that the post does not offer relocation expenses.

New external recruits to the MOD will undergo a six-month probation period.

Expenses incurred for travel to interviews will not be reimbursed.

The Ministry of Defence is dedicated to providing a safe and healthy work environment, promoting a smoke-free policy across all Defence establishments.

We may contact candidates regarding their experience with our recruitment process to enhance customer satisfaction.