26.47 Sensitive Application Caseworker

Job summary

Our Customer Service Agents are passionate about providing excellent customer service in a fast-paced environment, with safeguarding at the heart of what we do. The role involves, but is not limited to, a combination of casework, answering customer enquiries and work allocation.

You will be the first point of contact for our customers, providing a first-class service, responsible for:

• Logging and allocating work.
• Completing outbound calls and answering inbound calls, emails, webchat and social media channels, providing our customers with support and information.
• Accurately updating records to resolve any queries at the first point of contact.
• You will also work closely with various organisations such as Registered Bodies and Police Forces as well as colleagues within the wider DBS to help resolve queries.
• You would be expected to embrace change and be involved in working towards the DBS strategic priorities, focussing on continuous improvement of the customer experience.
• Complete scanning and the dissemination of documentation.
• Support the process and delivery of mail.

You will join a supportive and welcoming organisation and full training will be provided for each role within customer services; therefore, you will need a willingness to learn, be keen to support and help others, drive change and continuous improvement with a dedication to providing a high-quality service to the public.

In addition to the above, you will also demonstrate your flexibility by being involved in other customer services related administrative duties and relevant tasks, either voluntarily or through management delegation.

Job description

Your role within DBS Customer Services may include, but is not limited to, responding to customer calls and processing any subsequent casework. Logging, allocating customer enquiries and responding via preferred method of contact. Working with customers, registered bodies and police forces to clarify information and ensure accuracy of DBS certificates.

All roles will be completed to a high standard and within agreed timescales. You will work collaboratively with colleagues within your team, Customer Services, and the wider DBS to gain relevant information and share ideas of best practice and efficiencies, that will continually improve the service that we offer to our customers.

There is an expectation that you will work with your Line Manager to identify development opportunities and undertake relevant training to keep skills up to date, ensuring continued effectiveness within the role.

Person specification

Essential Criteria

• Excellent drafting skills
• Able to follow multiple processes to achieve correct outcome
• Demonstrable experience of working in a customer focused environment
• Demonstrable experience of dealing with challenging conversations
• Demonstrable experience of moving between complex workstreams in a fast-paced environment
• PC literate and proficient in the use of Microsoft packages

Desirable Criteria

• Knowledge of DBS’ safeguarding services.

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)

Behaviours

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

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Benefits

Alongside your salary of £26,436, Disclosure & Barring Service contributes £7,658 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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.

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, Strengths and Experience.

Selection process details

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

SIFT STAGE:

As part of the application process, you will be invited to complete a Civil Service Judgement Test. Only candidates who pass the test will be invited to complete their full application form.

There will be maintenance for online tests on the following dates:

• 19 April from 4pm to 7pm and
• 3 May from 4pm to midnight

This means you will be unable to access the online tests during the maintenance window. Your progress will be saved, and you will be able to continue once the tests are available again.

Please allow sufficient time to complete the tests and the remainder of the full application form. If you are facing any technical issues, please reach out to us along with the screenshot of the error.

If you do not complete both the online test and the full application form before the deadline, your application will be rejected.

Once you have successfully completed the Civil Service Judgement Test, please provide a CV along with a personal 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.

At this stage, you will also be assessed on the following behaviour :

• Managing a Quality Service

In the application, you will be asked to provide a behaviour statement of no more than 250 words showcasing the behaviour- Managing a Quality Service, which will be assessed by the panel during sifting.

For all candidates who are successful at the initial sifting stage, you will be invited to interview. In the event that we receive a large number of applications, the sift pass mark may be raised to progress to interview. The hiring manager reserves the right to raise the bench mark at any stage throughout the process.

INTERVIEW STAGE:

The interview will consist of a panel-based interview via Microsoft Teams.

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

• Delivering at Pace
• Communicating and Influencing

2 Strengths based questions will also be asked at interview.

RECRUITMENT TIMELINE:

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

Online test deadline: Monday 11th May 2026 at 04:00 pm

Advert closing date: Monday 11th May 2026 at 04:00 pm

The initial candidate sift is due to take between 12th May 2026 and 22nd May 2026.

Interviews are due to take place week commencing 25th May 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.

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

Security

Successful candidates must undergo a 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

AO Customer Services Agent Feb 25 Opens in new window (docx, 337kB)1. Success Profiles Candidate Overview Opens in new window (pdf, 635kB)Success Profiles - Behaviours Opens in new window (pdf, 1043kB)