Customer Service Manager jobs in Großbritannien

Walter's Ash, South East England, HP14 4UE

Job Summary

The purpose of the role is act as a central coordination point for ASC Pg Office Governance, Reporting and administration, Supporting SO1 Support Capability development and Delivery in the management of the Programme delivery. The role will provide essential support service to the small team of Desk Officers ensuring that activity is assured, coherent and aligned with extant policy and the activity of the Delivery Organisation. The Spt Cap DevDel Spt Mgr is responsible through Spt Cap DevDel Ac SO2 to for providing Programme, Governance and Reporting business support to the Air Support Capability Programme (ASC Pg). This will include but not limited to: the coordination of governance meetings and reporting; configuration control of the programme artefacts; project and programme file management; coordination of risk and financial reporting; stakeholder meeting coordination. Throughout, championing correct behaviours and ensuring their compliance whilst promoting the improvement of working practices to develop efficiencies. The Spt Cap Dev/Del team comprises a Wg Cdr supported by 2 Sqn Ldrs, a C2 Requirements Manger and 5 Desk Officers (3 Flt Lt, 1 WO and 1FS).

This position is advertised at 37 hours per week.

Responsibilities:

Job description

• Planning and scheduling. Management, coordination and upkeep of the ASC Pg Level 0 Plan. This includes scheduling of appropriate programme boards, working groups and associated meetings that align with the ABC to ensure capabilities are fully costed and supported through the capability lifecycle.
• Monitoring and reporting. Coordinate the Desk Officer Project and Programme inputs into CAMMS, including Project and Risk reporting on PARMIS and ensuring that the CASP milestones and monthly reports are reviewed and updated.
• Administration. Develop and Maintain the Spt Cap DevDel sharepoint site as a super user and assuring the standard of DO Pj Artefact and information. Provide secretariat function for ASC Pg governance meetings including the maintenance of TORs and the taking and distribution of minutes.
• Stakeholder Management. Coordinate the upkeep of the ASC Pg key stakeholder map. Provide communications relating to governance, meetings and reporting to the appropriate stakeholders in liaison with the DOs.
• Financial Monitoring. Support the monitoring and recording and forecasting of financial performance through the analysis of ASC Pg spend and coordinating with the Hd Engineering and Logistics Business Manager as required.
• Change Control. Provide assured configuration support of the programme artefacts including the coordination of regular DO review and update. Maintain the Formal Change Request and Spend Management System Log.
• Management. Support Spt Cap DevDel Ac deputy SO2 during periods of leave and absence as directed.
  
  

Responsibilities:

• Planning and scheduling. Management, coordination and upkeep of the ASC Pg Level 0 Plan. This includes scheduling of appropriate programme boards, working groups and associated meetings that align with the ABC to ensure capabilities are fully costed and supported through the capability lifecycle.
• Monitoring and reporting. Coordinate the Desk Officer Project and Programme inputs into CAMMS, including Project and Risk reporting on PARMIS and ensuring that the CASP milestones and monthly reports are reviewed and updated.
• Administration. Develop and Maintain the Spt Cap DevDel sharepoint site as a super user and assuring the standard of DO Pj Artefact and information. Provide secretariat function for ASC Pg governance meetings including the maintenance of TORs and the taking and distribution of minutes.
• Stakeholder Management. Coordinate the upkeep of the ASC Pg key stakeholder map. Provide communications relating to governance, meetings and reporting to the appropriate stakeholders in liaison with the DOs.
• Financial Monitoring. Support the monitoring and recording and forecasting of financial performance through the analysis of ASC Pg spend and coordinating with the Hd Engineering and Logistics Business Manager as required.
• Change Control. Provide assured configuration support of the programme artefacts including the coordination of regular DO review and update. Maintain the Formal Change Request and Spend Management System Log.
• Management. Support Spt Cap DevDel Ac deputy SO2 during periods of leave and absence as directed.
  
  

Person specification

• No specific educational qualifications required.
• Should be a good communicator in both written and oral mediums.
• Competent in the use of Office products (Office 365/Microsoft products, including Word, Excel, Outlook, Sharepoint, Teams, PowerPoint).
• Experience of multitasking, with the ability to prioritise or seek guidance to prioritise workload.
• Experience of liaising with multiple stakeholders/customers.
• Experience in working remotely from other team members, stakeholders or customers.
• Experience in the management and delivery of projects in a Capability Acquisition is desirable. (Development and delivery responsibilities sit with the SO2s and SO1, but coordination of support activities will sit with the Spt Mgr).
• Experience in RAF or civilian aircraft support equipment is desirable, but not essential.
• Experience in the MOD financial processes is desirable, but not essential.
  
  

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Communicating and Influencing
• Seeing the Big Picture
• Making Effective Decisions
  
  

Alongside your salary of £29,580, Ministry of Defence contributes £8,569 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
  
  

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

The post does not offer relocation expenses.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Please Note: Expenses incurred for travel to interviews will not be reimbursed.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.

MOD Recruitment Satisfaction Survey – We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Candidates will be required to provide CV details to include job history; qualification details and previous skills and experience.

Candidates will be required to provide a statement of suitability. (500 Words)

At sift you will be assessed against your CV, statement of suitability and the following Behaviours:

• Working together
• Communicating and Influencing
• Seeing the Big Picture
• Making Effective Decisions
  
  

When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.

Applicants will be sifted and those successful will be invited for interview.

At interview you will be assessed against the following Behaviours:

• Working together
• Communicating and Influencing
• Seeing the Big Picture
• Making Effective Decisions
  
  

Further Information:

Application sifting is scheduled at a date TBC. Interviews soon after. We endeavour to stick to these dates, but these are subject to change around business needs.

Feedback will only be provided if you attend an interview or assessment.

The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.

The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out.

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk .

As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system.

Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• 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) (opens in a new window)
• 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
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

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 Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Sqn Ldr Anne Henderson
• Email : Anne.Henderson141@mod.gov.uk
• Telephone : +443001661702
  
  

Recruitment team

• Email : DBSCivPers-Resourcingteam3@mod.gov.uk
  
  

Further information

Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk