Defence Business Services (DBS) - Executive Officer (EO) Operational Delivery
- Civil Service
- Part Time
- Beeston
- 30,740
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 28.96%. 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 Executive Officer (EO) is responsible for delivering operational service and supporting the achievement of organisational priorities through effective service delivery, customer engagement, process management and stakeholder collaboration. The post holder will work independently within established procedures, contribute to continuous improvement activities and support the delivery of high quality, efficient and customer-focused services. Depending on business requirements, the role may also include responsibility for supervising, coaching and supporting colleagues to deliver team objectives.
Key Responsibilities
Operational Delivery
- Deliver operational services in line with business requirements, service standards and organisational priorities.
- Manage a varied workload, ensuring work is completed accurately, efficiently and within agreed timescales.
- Apply relevant policies, procedures and guidance to operational activities and casework.
- Identify and resolve routine issues, escalating complex matters where appropriate.
- Organise and prioritise workloads to ensure customer needs and service standards are met
- Where applicable, allocate work and coordinate resource to support effective service delivery
- Use operational knowledge and judgement to resolve issues and support delivery outcomes
Customer Service and Stakeholder Engagement
- Provide a professional and customer-focused service to internal and external stakeholders.
- Build and maintain positive working relationships across teams and business areas.
- Respond to enquiries and correspondence in a timely and effective manner.
- Support the resolution of customer issues and contribute to service improvements.
Leadership and Management
- Provide visible leadership within the team, promoting a culture of accountability, inclusion and continuous improvement.
- Support team development through coaching, mentoring and performance management.
- Foster collaboration across teams and professions to achieve organisational objectives.
- Contribute to workforce planning, succession planning and capability development activity.
Team Contribution and Collaboration
- Work collaboratively with colleagues to achieve team objectives and business outcomes.
- Share knowledge and best practice to support team development.
- Support new staff through coaching, buddying or knowledge transfer activities where required.
- Where applicable, provide day-to-day guidance, support and oversight to colleagues
- Contribute positively to an inclusive and supportive working environment.
- Where applicable, manage and support staff in line with relevant HR policies, procedures and guidance, including addressing performance, conduct, attendance or capability matters.
Continuous Improvement
- Identify opportunities to improve processes, procedures and customer experience.
- Suggest practical solutions to improve efficiency and effectiveness.
- Support implementation of changes and new ways of working.
- Contribute to lessons learned and continuous improvement activity.
Data, Performance and Compliance
- Maintain accurate records and management information.
- Use available data and performance information to prioritise work to monitor progress and identify operational issues.
- Support reporting activities and provide information requested by managers.
- Ensure compliance with governance, security, quality and assurance requirements.
Decision-Making Responsibilities
The post holder is expected to:
- Make routine operational decisions within delegated authority and established guidance.
- Prioritise work effectively to meet service demands.
- Use data and operational insight to support decision making and performance
- Exercise judgement when identifying issues requiring escalation.
- Where applicable, allocate work and resources to support effective service delivery
- Contribute information and recommendations to support business decisions.
Person specification
Essential Experience
- Experience of working within a customer service or operational delivery environment.
- Ability to manage competing priorities and work to deadlines.
- Experience of following established processes, policies or procedures.
- Good communication and stakeholder engagement skills. ...
