Defence Business Services (DBS) Administrative Officer (AO) Operational Delivery
- Civil Service
- Part Time
- Beeston
- 27,866
Job Description
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 UKs 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 28.97%. Where your role permits, we support a blended working approach alternatively known as hybrid working.
DBS is part of the 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!
Job description
This is a campaign predominantly for our Financial, Procurement & Civilian People (FPCP) Operational Teams. To enable the delivery of these services we use a flexible resourcing model to respond to changes in demand to ensure continuity of business-critical services to MOD therefore, roles may also be available within our other operational area: Armed Forces and Veterans Services (AF&VS).
We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce with a diverse group of backgrounds.
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.
FPCP roles vary, they include but are not limited to Recruitment and On-boarding, Pay, Performance & Recognition, Finance Invoices and Revenues, Business Change, Working Patterns and Leave or Exit Services. This position offers hybrid working; a combination of working in office and working from home.
AF&VS in Blackpool administers the Compensation Schemes for Serving Personnel and Veterans, provides Welfare and support to Veterans, their dependants, bereaved families and beneficiaries of the pensions and compensation Schemes and assists with transition from service to civilian life. An ongoing multi-million-pound Transformation Programme will transform the way Veterans Services are delivered and how customers will access our services.
AF&V roles will vary and include working within one of our operational teams in the following areas: Operational Delivery, Complaint Resolution, Assurance, Policy. This role is office based however, DBS are working hard to improve our access to, and use of, digital technology, empowering our people to work remotely.
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.
The Administrative Officer (AO) is 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, the post holder will provide efficient customer service, process transactions accurately, maintain records, and support the delivery of operational outcomes.
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.
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 required 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.
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 straightforward customer issues and refer complex matters to the appropriate person or team.
- 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.
- 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
The post holder is expected to:
- 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.
Person specification
Essential Experience
- Good organisational skills and attention to detail.
- Ability to follow processes, procedures and guidance accurately.
- Effective communication skills, both written and verbal.
- Ability to work effectively as part of a team.
- Proficient in the use of IT, including O365 packages
Desirable Experience
- Experience of working/volunteering in an administrative, customer service or operational support environment.
- Experience of working in a Civil Service, MOD or customer-focused environment.
- Experience of using case management or business systems.
- Knowledge of operational delivery processes and service standards.
- Experience of handling sensitive or confidential information.
For positions in the civilian payroll team, candidates would desirably need to demonstrate experience of working in a payroll team/environment and have an understanding of gross to net payroll calculations incorporating tax, national insurance and pension contribution collection
