Senior Officer - Service Delivery

Tal; Birmingham; Hybrid; GBP 42,000 - 66,000; Full time

Benefits offered by this job

Flexible working

Learning and Development opportunities

Civil service pension scheme

Job summary

National Crime Agency is recruiting a Senior Officer for the Forensic Management Unit to lead service delivery and commercial assurance, coordinating with internal teams and external partners to ensure timely forensic analysis and data governance.

The post requires strong IT and data analysis skills, stakeholder management, and experience in running complex administrative and procurement processes. Hybrid working is available, with location flexibility within the UK.

Qualifications

• IT Skills - Confident in using Microsoft Office applications and able to quickly learn new systems and software as required.
• Data Analysis - Skilled in extracting, interpreting, and presenting data to support informed decision-making.
• Customer Service - Understands customer needs and delivers high-quality service, aiming to exceed expectations wherever possible.
• Organisation - Demonstrates strong planning skills and works in an efficient, structured manner.
• Problem Solving - Applies logical thinking and creativity to analyse situations and develop effective solutions.
• Communication - Communicates clearly and professionally, both in writing and verbally, adapting style to suit the audience.
• Time Management - Manages workload effectively, prioritises tasks and escalates issues when necessary to meet agreed standards and deadlines.
• Teamwork - Collaborates and successfully lead a team to achieve shared goals and deliver positive outcomes.
• Relationship Management - Build and maintain productive relationships with internal and external stakeholders to support business objectives.
• Risk Management - Identifies potential risks and takes appropriate action to mitigate or exit as required.
• Data Management - Ensures data integrity and security, adheres to corporate record-keeping standards, and complies with relevant policies.

Responsibilities

• Administration - Provide comprehensive admin support including document prep, correspondence, meeting coordination and diary management.
• Inbox Management - Prioritise and manage team mail boxes for timely responses and flow.
• Commercial Compliance - Supervise procurements to ensure compliance with legislation and spend controls.
• Line Management - Lead a team supporting digital/physical forensic commercial delivery.
• Supplier Engagement - Monitor contracted suppliers’ service levels and escalate concerns.
• In-Life Management - Oversee all aspects of in-life forensic submissions, including progress and delivery.
• SPoC - Act as the Single Point of Contact for team projects and coordination.
• Relationship Building - Develop strong working relationships with internal and external stakeholders.
• Quality Assurance - Ensure services meet standards, regulatory requirements and data management practices.
• Information Management - Monitor and report management information and dashboards.
• Risk Management - Identify and track risks, issues, improvements and benefits.
• Service Delivery - Support senior management in delivering effective departmental service.
• Data Management - Manage data handling, policies, and systems across areas.
• Culture - Foster a positive, inclusive culture and support wellbeing and learning.

Job description

Business Management and Improvement, Commercial, Governance, Investigation, Operational Delivery, Procurement and Contracts Management, Quality

Working pattern Full time, Homeworking, Job share

Number of roles available 1

Senior Officer - Service Delivery

Location(s)

About the Role

Information about the Command

Investigations Command is the core crime fighting capability of the NCA. We take an intelligence-led approach and concentrate on tackling the criminals and risks to the public which are beyond the capability or capacity of other law enforcement bodies. Our work is largely focused on investigating Organised Immigration Crime, Human Trafficking, Child Sexual Exploitation and Abuse, Economic Crime, Firearms, Drugs, Kidnap and Extortion and Money Laundering. The Investigations Command provides a flexible, shared operational capability, designed to maximise the impact of the UK’s collective resources against serious and organised crime. Our teams respond to a broad range of threats, many of which also remain a responsibility for police forces and other agencies as well as private industry.

Information about the Business Area

This DD area comprises the Command’s national multi-threat teams (in the north, central & Wales, and the south), as well as the Command’s Forensic capability.

Role Summary Forensic Services provides specialist forensic capabilities that support the National Crime Agency's (NCA) fight against serious and organised crime. They are key to an effective and fair criminal justice system providing objective and timely information for multiple phases at different stages of the criminal justice process. At the heart of everything we do is the Forensic Science Regulator's Code.

Role Description

An opportunity has arisen for a Senior Officer to join the Forensic Management Unit (FMU) who has experience in service delivery and business management systems.

The FMU provides service delivery and commercial assurance functions to the department and wider organisation through commercially contracted service providers as well as in-house services for digital and physical forensic analysis.

The service delivery team is responsible for the receipt, assessment, authorisation and coordination of submissions for forensic analysis, working collaboratively with both forensic and investigating officers, to ensure the provision and delivery of forensic services in support of operational activity.

Forensic analytical services encompass disciplines such as digital forensics, DNA, drugs, fingerprints, firearms and questioned document examinations.

The team takes a leading role in the management of high profile, sensitive and critical live time incidents requiring an immediate forensic analytical response as well as coordinating and facilitating liaison between the NCA and key commercial partners.

Duties and Responsibilities

Administration - Ensure comprehensive administrative support, including document preparation, departmental correspondence, meeting coordination, diary management, minute-taking, and organising events to support departmental activities.

Inbox Management - Ensure prioritisation and management of team mail boxes to ensure timely responses and efficient workflow.

Commercial Compliance - Supervise Commercial Compliance to ensure procurements are in line with legislation and spend controls.

Line Management - Manage/supervise a team supporting the business through digital/physical forensic commercial delivery.

Supplier Engagement - Monitor contracted suppliers service levels, identify issues and elevate concerns to senior officers.

In-Life Management - Manage all aspects of in-life forensic submissions, including administration, work in progress, delivery compliance and work orders.

Single Point of Contact (SPoC) - Act as the designated SPoC for team projects, ensuring clear communication and effective co-ordination.

Relationship Building - Develop and maintain strong working relationships with a wide range of internal and external stakeholders.

Relationship Management - Builds and maintains productive relationships with internal and external stakeholders to support business objectives.

Quality Assurance - Ensure forensic Services are delivered to an excellent standard, comply with regulatory and international standards, accurate data management and contribute to the development and maintenance of datasets to support operational efficiency.

Information Management - Monitor, analyse and produce management information and dashboards for reporting to stakeholders.

Risk Management - Ensure risks, issues, improvements, savings and benefits are identified and tracked.

Service Delivery - Support senior management in the delivery of an effective and efficient departmental service deputising where appropriate.

Data Management - Manage the quality, secure handling and dissemination of data/information and develop policy, reports, procedures and manage data systems across business areas.

Culture - Foster a positive, inclusive culture providing support to officers, particularly in relation to improving well-being and development through the design, development, planning and delivery of training products to meet learning requirements, coach and develop, manage issues relating to the performance and conduct in-line with the National Crime Agency values, improve communication flow and visibility, and ensure officers in the team feel valued and their work is appropriately recognised.

Person Specification

IT Skills - Confident in using Microsoft Office applications and able to quickly learn new systems and software as required.

Data Analysis - Skilled in extracting, interpreting, and presenting data to support informed decision-making.

Customer Service - Understands customer needs and delivers high-quality service, aiming to exceed expectations wherever possible.

Organisation - Demonstrates strong planning skills and works in an efficient, structured manner.

Problem Solving - Applies logical thinking and creativity to analyse situations and develop effective solutions.

Communication - Communicates clearly and professionally, both in writing and verbally, adapting style to suit the audience.

Time Management - Manages workload effectively, prioritises tasks and escalates issues when necessary to meet agreed standards and deadlines.

Teamwork - Collaborates and successfully lead a team to achieve shared goals and deliver positive outcomes.

Relationship Management - Build and maintain productive relationships with internal and external stakeholders to support business objectives.

Risk Management - Identifies potential risks and takes appropriate action to mitigate or exit as required.

Data Management - Ensures data integrity and security, adheres to corporate record-keeping standards, and complies with relevant policies.

Desirable criteria are only used for assessment in the event of a tie break.

All salary offers will be made in line with Remuneration Policy.

All NCA employees are members of the UK Civil Service and eligible for the Civil Service pension scheme, alongside your salary the NCA contributes £13630. Further information on the benefits of the scheme is available on the Civil Service Pension Website.

New entrants to the NCA receive 26 days annual leave, rising to 31 on completion of 5 years continuous service, plus 8 bank holidays.

If qualifying criteria is met new joiners from UK Police Forces or the UK Intelligence Community (UKIC) will have service with those employers taken into account for continuous service purposes for annual leave entitlement only, this will be up to a maximum of 31 days leave (including 1 privilege day).

Other benefits include:

• Flexible working, including flexi-time, compressed hours and job sharing (in line with business requirements)
• Family friendly policies, notably above the statutory minimum
• Learning and Development opportunities
• Interest free loans and advances, including season tickets, childcare and rental deposits
• Discounts and Savings with a wide variety of services including Cycle to Work, Smart Tech schemes, dental insurance, gym discounts and savings on everyday spending, available through the Reward Gateway | Edenred and Blue Light Card schemes.
• Staff support groups/networks
• Sports and social activities, including membership to the Civil Service Sports Council (CSSC)

This vacancy is using the Success Profiles framework and will assess using the following criteria: Behaviours, Technical Skills

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

How we will assess you

Your application will be assessed against the following:

Technical - this will be assessed by 250 word examples on:

• Experience of establishing good working relationships with stakeholders.
• Experience of working to tight deadlines, work prioritisation and managing competing demands.
• Commitment to the improvement of culture within a team, and how you would measure success.

A panel will assess how well your application demonstrates the requirements outlined above.

In the event of a high number of applications, we may operate a longlist. Applicants will need to meet the minimum pass mark for the lead criteria.

- Experience of establishing good working relationships with stakeholders. .

Candidates who do not meet the minimum pass mark for the lead criteria will not progress to having their other criteria assessed. Applications must meet the minimum criteria to be progressed to the assessment stage.

You will receive an acknowledgement once your application is submitted.

We aim to have sift completed and scores released within 10 working days of the closing date of the advert. For high volume campaigns this timeframe may be extended.

Scores will be provided but further feedback will not be available at this stage.

The format of this assessment will be Interview which will be tested on the criteria listed in the Success Profiles at Assessment section.

• Experience of establishing good working relationships with stakeholders.
• Experience of working to tight deadlines, work prioritisation and managing competing demands.
• Commitment to the improvement of culture within a team, and how you would measure success.

Assessment Outcome

Outcomes will be communicated via the NCA recruitment portal.
If successful but no role is immediately available, you may be placed on a reserve list for 12 months.
Reserve lists can be used to fill similar role types across the Agency where the assessment criteria is considered a match by the recruitment team and the business area.

In the event of a tie at the assessment stage, available roles will be offered in merit order using the following order:

• Lead criteria (behaviours/technical/experience)
• If still tied, desirable criteria will be assessed (if advertised)
• If still tied, application sift scores will be used

Feedback is provided only to those who attend an assessment.

You will be subject to vetting and pre-employment checks before appointment.

Once the vacancy closes, the advert will no longer be accessible. Please save a copy for your records.

Eligibility, Pre-Employment Check and Vetting

If you are an internal candidate who has passed interview but is undergoing an internal investigation or have a written warning in place preventing a post move you may not be able to be posted until this investigation is concluded or restriction lifted.

Nationality Requirements

This role is broadly open to the following groups:

UK nationals or dual nationals, where one component is British

Nationals of the Republic of Ireland

Nationals of Commonwealth countries who have the right to work in the UK

Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)

Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre- settled status under the European Union Settlement Scheme (EUSS)

Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020

Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

You will be required to participate in digital right to work and address checks as part of the recruitment process.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is SC Enhanced. All security clearances will be managed by the NCA.

Prior to commencing the role, you will need to successfully complete SC Enhanced clearance.

The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years.

Failure to meet the residency requirements will result in your security clearance application being rejected.

For further information on National Security Vetting checks please visit the following page Demystifying Vetting

Individuals will be required to undertake and pass a substance misuse test as part of pre-employment checks.

Occupational Health

Successful candidates will be expected to undertake an occupational health assessment. Depending on the role an in-person medical may be required in either London or Warrington. Unfortunately, travel costs will not be reimbursed.

Things you need to know

Multi Location

Where multiple locations are advertised, appointments will be made in merit order for each location.

Please indicate up to three location preferencesclearly. Only your first three preferences will be considered.You may be allocated to any of the locations you select. If you decline an offer for a location you have selected as a preference, a further offer may not be made.

If you choose to reject an offer and no alternative preferred location can be offered, you will not be able to return to the process or be placed on a reserve list .

Only the advertised locations are available; any additional notes added to the application will not be taken into account.

Near Miss

If you meet the criteria for a lower grade, you may be offered that role if not appointable at the advertised grade.

Conversely, if found appointable at a higher grade but no posts are available, you may be offered a lower-grade role.

All offers are made based on merit.

Hybrid Working

The NCA supports hybrid working. The extent of remote working will depend on the role and can be discussed at the offer stage.

Reasonable Adjustments

We’re proud to be a Disability Confident Leader and an inclusive, equal opportunities employer.

We’re committed to creating a workplace where everyone can be their authentic self. If you’re neurodiverse, have a disability, or live with a long-term health condition, we encourage you to let us know about any reasonable adjustments you may need during the recruitment process.

Please ensure you complete the ‘Equal opportunities’ and 'Reasonable Adjustments' sections in the application form to inform us on what support you may need in the recruitment process.

In order to monitor the effectiveness of the National Crime Agency's Diversity & Inclusion strategy, we require certain personal details about you on submission of your application for statistical and monitoring purposes only. Please note that this will be treated in confidence and will not impact your application.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The National Crime Agency is a 24/7 organisation, and working patterns must support business requirements. Some roles may require you to respond at short notice or outside of core hours.

If preferable, alternative contract types may be available. Please review the green bar of this advert to view all available contract types for this role. Where Loan or Secondment options are available, these would be for existing Civil Servants (Loan) and applicants from accredited Non-Departmental Public Bodies (NDPBs) or any other employer (Secondment). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

We also cover the optional immigration T4 process for Service Officers depending on the professional group, however when your level of job inherit  you remain not covered.

If you have any specific queries about the role that are not covered by the advert, please contact:
Name : Central Recruitment Team
Email : [e-mail]