Defence Business Services

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

- 418396

**Salary**:

- £29,580
- per annum (pro rata)
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Executive Officer

**Contract type**:

- Permanent

**Business area**:

- MOD - Head Office & Corporate Services - Defence Business Services (DBS) - Financial, Procurement and Civilian People Services (FPCP)
- Financial, Procurement and Civilian People Services **Type of role**:

- Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Part-time

**Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Norcross - Tomlinson House, FY5 3WP

**About 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 28.96%. 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 2027.

**Come and join the DBS community today**

**Job description**:
This is an exciting and challenging opportunity to lead a team within Defence Business Services (DBS) Financial, Procurement and Civilian People Services (FPCP).

FPCP Team Leader roles vary, they include but are not limited to: Resourcing, Security Clearances, Pay & Workforce Management

As a Team Leader, you will need to:

- Display strong leadership skills and be able to effectively engage with your team and support their learning and development needs.
- Have quality customer service skills to ensure your team responds sensitively, accurately and completely to fully answer customer enquiries
- Have good attention to detail ensuring your teams accuracy in data processing and also in protecting personal data
- Have good communication skills to be able to listen actively, have strong written and verbal communication skills
- Have good organisational skills and to be able to work to tight deadlines
- Undertake investigations into escalated customer queries and complaints and to highlight any trends or recurring issues to senior management
- Work with enthusiasm and collaboratively with good interpersonal skills and a team ethos

**Person specification**:
As a Team Leader, you will be expected to:

- Drive the performance of your team, specifically ensuring the focus on achieving KPI's and operational performance
- Ensure workload is allocated daily, with consideration for any absent staff members workloads
- Conduct monthly 1:1s with direct reports to review performance, provide feedback, discuss development & wellbeing
- Drive staff engagement, encouraging meaningful change and improvement by creating a culture of shared responsibility and pride
- Adopt a ‘Customer First’ ethos, providing your team with advice on policy and process
- Seek to remove any barriers for your team to progress, so that appropriate timescales are maintained
- Provide quality customer service to ensure ‘Right First Time’ customer service is always delivered, taking ownership for issues and customer escalations, reducing hand-offs, response times and improving the quality of advice whilst managing expectations
- Work with enthusiasm, attention to detail and good interpersonal skills
- Build and maintain effective working relationships with stakeholders and colleagues
- Demonstrate experience of working in a customer facing organisation, displaying prof