Defence Business Services - Administrative Officer (AO) Operational Delivery

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 UKs Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision To be the best shared service centre in Government

• Our Mission Proudly delivering excellence in share services, through customer centric solutions to enable Defence outcomes

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 28.97%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

DBS is part of The National Armaments Directorate (NAD) Group which is at the heart of delivering and sustaining the UKs defence capability. Bringing together organisations responsible for developing, procuring, supporting and modernising Defence equipment, infrastructure and services, the Directorate works closely with industry, international partners and academia to ensure the Armed Forces have the capabilities they need to deter threats, protect the nation and succeed on operations. NAD drives innovation, operational readiness and value for money while supporting economic growth and strengthening the UKs defence industrial base

Come and join the DBS community today!

This role is advertised as 37 hours per week.

Between April & September 2027 the role you are applying for will move from Tomlinson House Norcross to the new MOD building at Station View, Talbot Gateway, Blackpool. For successful external/new candidates to DBS please note this post does not qualify for relocation allowances.

To enable the delivery of our services we use a flexible resourcing model to respond to changes in demand to ensure continuity of business-critical services to MOD.

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce.

DBS currently have various exciting opportunities within our organisation. Our teams are highly committed to employee engagement and customer service. We will fully up-skill you in the service you are on-boarded into with opportunities to develop yourself professionally.

The Administrative Officer (AO) is a key role within Defence, responsible for delivering high-quality administrative and operational support services that contribute to the effective achievement of organisational objectives.

Working within established processes and guidance, if successful, you will provide efficient and effective customer service, process transactions accurately, maintain records, and support the delivery of operational outcomes essential to the function of Government.

The role forms an essential part of the operational delivery function, ensuring services are delivered professionally, accurately and in accordance with organisational standards and customer expectations.

We have full-time, part-time, job-share and flexible working positions available. We will work with you and be as accommodating as possible when agreeing your working hours however the final decision will be based on business needs.

There are a number of permanent and Fixed Term Appointments (FTA) available. Appointments will be made in strict merit order to fill the permanent posts first and then the FTAs.

The Fixed Term Appointments are for a period of up to 24 months, these roles may become permanent pending the final confirmation of funding.

Existing Civil Servants should refer to the FTA information contained within the advert to understand the impact to them if found successful for one of these roles.

For Fixed Term Appointments

This is a Fixed-term Appointment as a Administrative Officer. Your responsibilities will be as described in this job advert. The reason why you are appointed for a fixed period is due outstanding confirmation of funding. This post will therefore begin on your appointment and end 24 months after that date. You should be aware that when your Fixed-term Appointment at MOD comes to an end, arrangements will be made in line with the FTA policy.

If you are a permanent MoD civil servant and are found successful for an advertised Fixed-term Appointment (FTA) you should move into the post under a Temporary Transfer (for up to a maximum of 24 months). At the end of the posting you will return to your previous MoD Business area. If this posting is at a higher grade, your promotion will be temporary, and you will return to your substantive grade at the end of the Temporary Transfer. If a Temporary Transfer cannot be agreed between all parties then a transfer on an FTA contract is possible, read the FTA and Change of Work Location in the UK policy for further information.

If you are transferring to MoD from another government department (OGD) you should join the MoD on an inward loan. At the end of the loan you will return to your home (OGD) department. If a loan cannot be agreed between all parties then a transfer on an FTA contract is possible, read the FTA policy for further information.

Key Responsibilities

Operational Delivery

• Deliver administrative and operational activities in line with agreed procedures, policies and service standards.
• Process transactions, applications, correspondence and casework accurately and within demanding timescales.
• Maintain accurate records and systems in accordance with governance and data protection requirements.
• Escalate queries, issues or risks that fall outside of established guidance.
• Monitoring and resolving errors, ensuring requirements are processed correctly and without unnecessary delays.
• Work closely with internal and external stakeholders
• Always uphold MOD data protection, confidentiality and security standards

Customer Service

• Provide a professional, courteous and responsive service to customers and stakeholders.
• Respond to routine enquiries through appropriate channels, providing accurate information and support.
• Resolve customer issues, referring complex matters where appropriate.
• Promote a positive customer experience through effective communication and timely responses.

Team Working

• Work collaboratively with colleagues to support team objectives and operational priorities.
• Share information, knowledge and good practice with team members in accordance with data protection requirements.
• Contribute positively to an inclusive and supportive working environment.
• Support team resilience by assisting colleagues during periods of increased demand.

Quality and Compliance

• Ensure all work is completed accurately and in accordance with relevant legislation, policies and procedures.
• Identify and report errors, risks or process issues to management.
• Support quality assurance and audit activities where required.
• Maintain confidentiality and handle information appropriately.

Continuous Improvement

• Identify opportunities to improve processes, customer service and efficiency.
• Contribute ideas and feedback to support service improvement initiatives.
• Adapt to new systems, processes and ways of working as required.
• Participate in learning and development activities to build capability and skills.

Decision-Making Responsibilities

• Make routine decisions within delegated authority and established procedures.
• Prioritise workloads to meet service standards and deadlines.
• Recognise when issues require guidance or escalation.
• Apply judgement when dealing with customer enquiries and operational tasks.

Essential Experience

• Excellent organisational skills and attention to detail, with the ability to react effectively to changing priorities.
• Deliver excellent customer service with a right first time approach
...