26.145 HEO Operational Solutions Manager

Job summary

To manage the Escalated Case Management (ECM) team and associated workstreams, providing visible leadership when making decisions, solving problems, developing ideas and designing solutions.

Job description

The role to include:

• Liaising with users, operational teams, stakeholders and suppliers to help ensure the continuous and effective operation of DBS in line with business requirements.
• Working with IT suppliers and Police National Computer (PNC) services to investigate and help resolve anomalies identified with the PNC extract or DBS matching algorithms.
• Managing the ECM filtering, extract, grey list and manuals workstreams.
• Cascading information clearly, openly, and transparently.
• Ensuring staff are adequately supported, receive sufficient training, and deliver work to agreed timescales and to a high standard.
• Quality assuring work and processes.
• Undertaking analysis and informing impact assessments against proposed legislative changes, assisting with solutions and recommendations to mitigate business risks.
• Liaising with areas of the operational business to ensure proposed functionality meets operational requirements and impacts/risk/resource etc. are identified to deliver change.
• Supporting planned transition activities to enable successful implementation of change into operational teams.
• Liaising and engaging with a range of colleagues/stakeholders across the DBS to explore options, using influencing skills to enlist the support of colleagues in the case for change.
• Providing advice to all users acting as a Subject Matter Expert (SME) on R0 and R1 systems.
• Supporting the delivery of Legacy Technology Estate Replacement (LTER) programme with the knowledge of current business processes and how efficiencies could be determined.
• Support in the development and writing of operational procedures and reviewing procedures from other business areas.

Person specification

Essential Criteria:

• Demonstrable working knowledge of end-to-end operational processes, including the flow of information between internal teams, systems, and external stakeholders.
• Demonstrable experience of using CRM and/or case management systems to manage customer interactions, casework, or operational processes.
• Ability to interpret new and complex information quickly, identify the salient points and make recommendations based on sound analysis and technical advice.
• Excellent documentation skills demonstrating a close attention to detail.
• Strong relationship management and influencing skills, and confidence in dealing with stakeholders at all levels.
• Ability to clearly communicate complex technical issues to technical and non-expert audiences.
• Strong interest in protecting and driving operational efficiency through the effective adoption of technology and workflows.

Desirable Criteria:

• Good knowledge of end-to-end DBS and Barring processes, PNC and Police Local Cross Referencing (PLX).
• Knowledge of PNC filtering.
• Experience of using Oracle CRM and Siebel systems.
• Line management/leadership experience.
• Experience of technology-based projects and/or programmes and leading colleagues through change.

Conditional Offer and Vetting Requirements

Due to the nature of the role, an enhanced NPPV2 vetting check is required. Any offer of employment will be made on a provisional basis and will be subject to the successful attainment of NPPV2 clearance. A formal offer will only be issued once this clearance has been obtained. In the event that the required clearance is not granted, the provisional offer will be withdrawn.

Behaviours

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

• Making Effective Decisions
• Seeing the Big Picture
• Changing and Improving

Benefits

Alongside your salary of £36,444, Disclosure & Barring Service contributes £10,557 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.

Further Information:

To view the DBS Recruitment and On-boarding Privacy Notice, please click the link below:

DBS Recruitment and On-boarding Privacy Notice - GOV.UK (www.gov.uk)

Things you need to know

Artificial intelligence

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

To apply for this post, please provide a suitability statement of no more than 500 words, outlining how your skills and experience meet the requirements of the role, including all essential and desirable criteria, and the key responsibilities.

You will also be assessed against the following behaviours:

• Making Effective Decisions (lead)
• Seeing the Bigger Picture
• Changing and Improving

The suitability statement will be sifted first for all candidates. Candidates who achieve the pass mark for the suitability statement will then progress to a further sift on the lead behaviour, Making Effective Decisions. Candidates who meet the required benchmark at this stage may be progressed to a full sift, or progressed straight to interview. In the event of a high volume of applications, the hiring manager reserves the right to raise the benchmark at any stage throughout the process.

For all candidates who are successful at the sift stage, you will be invited to a panel-based interview.

The aim of the panel interview will be to assess your ability to demonstrate the following behaviours:

• Making Effective Decisions
• Seeing the Big Picture
• Changing and Improving

In addition, experience-based questions will be asked against the essential criteria.

Interviews will take place at Shannon Court, Princes Dock, Liverpool, L3 1QY.

The following timetable outlines indicative dates. Please note, these dates may be subject to change without prior notice.

Advert closing date - 09/11/2026 at 10am

The initial candidate sift is due to start the week commencing 09/11/2026.

Interviews are due to take place week commencing 30/11/2026.

Whilst we will endeavour to provide some flexibility with regards to dates wherever possible, it is unlikely that we will be able to offer an alternative date once an appointment has been scheduled.

Please note: Any offer of employment is dependent on successful NPPV2 clearance.

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

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.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.

Diversity and Inclusion

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

Apply and further information

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 : DBS People Support Team
• Email : DBSPeopleSupportTeam@dbs.gov.uk

Recruitment team

• Email : DBSPeopleSupportTeam@dbs.gov.uk

Attachments

HEO Opertional Solutions Manager - DBS Job description 2026 Opens in new window (pdf, 348kB)