DBS HRACS Deputy Head

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 UK’s 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 28.97%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Come and join the DBS community today!

DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2027.

DBS is part of The National Armaments Directorate (NAD) Group which is at the heart of delivering and sustaining the UK’s 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 UK’s defence industrial base.

This role is within HR Advisory and Casework Services (HRACS).

This position is advertised at 37 hours per week.

Job description

• Provide strategic leadership for the management of high-profile, sensitive and seriously complex complaints, ensuring clear direction, effective prioritisation, robust risk management and alignment with Ministerial, Director General and Departmental priorities.
• Lead and oversee the handling of complex, multi-stranded complaints and casework, ensuring proportionate, timely and defensible outcomes that take account of legal, policy, operational, reputational and people impacts.
• Act as a senior adviser to MOD senior leaders, Departmental influencers and decision makers, providing expert advice on complex complaints, conduct issues and casework matters to support consistent decision making across workforce types.
• Build and maintain productive relationships with senior customers and stakeholders across all Defence quads, wider government, external suppliers and relevant partner organisations, representing the Department confidently in sensitive and high-profile forums.
• Provide high-quality verbal and written advice, briefings, summaries, reports and analysis on complex cases and systemic issues, clearly setting out strategic, tactical, operational and technical options, risks, benefits and recommended approaches.
• Improve the lived experience of employees by strengthening the consistency, quality and effectiveness of complaints handling, HR policy implementation and casework management across the Department.
• Identify and address MOD-wide complaints through continuous improvement approaches, using insight, lessons learned and evidence to improve service delivery and manager capability.
• Analyse legal, operational, policy and workforce data to evidence risks, themes, solutions and improvement opportunities, ensuring strategic developments and pan-government priorities are reflected in MOD services.

Work collaboratively with the senior leadership team and policy colleagues to ensure end-to-end complaint, conduct and casework arrangements remain coherent, aligned to the overall team vision and responsive to emerging Departmental priorities.

Person specification

Essential Criteria

• Minimum of Chartered CIPD Membership with evidence of continuous professional development across the HR Profession.
• Experience of leading the delivery of HR Casework services at scale, including, managing teams and projects working across a complex organisation to deliver business as usual cultural change and excellent customer service.
• Excellent stakeholder management skills, with experience of influencing and advising senior leaders, decision makers and partners on complex, sensitive or contentious issues.
• Ability to provide clear, high-quality written and verbal advice, briefings and analysis, setting out options, risks, benefits and recommendations for senior audiences.
• Experience of using evidence, insight and data to identify themes, manage risk, drive continuous improvement and improve the quality and consistency of service delivery.

Desirable Criteria

• Experience of working in a Defence, wider government, regulated or similarly complex operating environment.
• Experience of working with legal, policy, operational or workforce data to inform senior decision making and service improvement.
• Experience of leading or contributing to policy, process, service improvement or transformation activity across organisational boundaries.
• A strong understanding of HR policy, complaints handling or casework frameworks, with the ability to apply policy and guidance pragmatically in complex operational circumstances.

The post holder will be expected to work flexibly across the Directorate and wider Defence People and Standards Group, providing support to other directorate priorities and emerging business requirements as required, to create an agile workforce.

Memberships

CIPD Chartered or equivalent

Languages

English

Behaviours

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

• Managing a Quality Service
• Leadership
• Communicating and Influencing
• Changing and Improving

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

• Managing a Quality Service
• Leadership

Benefits

Alongside your salary of £72,840, Ministry of Defence contributes £21,101 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).

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In addition to 8 public holidays per year, you will also receive leave for His Majesty The King’s birthday
• Hybrid working where role permits
• An opportunity to be considered for Reward and Recognition
• Family-friendly policies including - parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
• Special paid leave to volunteer up to 6 days per year
• 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 working from home as part of a non-contractual hybrid working arrangement. All office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to site capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD workplace, will also count towards this level of office attendance. Applicants can request further information regarding how this and other flexible working arrangements 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.

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.

Please ensure that at the application and interview stages of the campaign you review the Success Profiles Framework to assist you in the demonstration of your skills and experience.

Your suitability for the role will be assessed using the Success Profile elements that have been chosen for this campaign. Each element will be scored accordingly, and the successful candidate will be appointed on merit.

Candidates will be required to provide CV details to include full qualification details and previous skills and experience.

Personal Statement:

Candidates will be required to provide a statement of suitability (1000 words max).

At sift, candidates will be assessed against their CV and Statement of suitability and the following

• Managing a Quality Service
• Leadership

At interview, candidates will be assessed against the following:

• Managing a Quality Service
• Leadership
• Communicating and Influencing
• Changing and Improving

Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, the sift will be conducted on the following success profile elements:

Primary: Behaviour - Managing a Quality Service

Secondary: Career - Personal Statement

In the rare case where individuals have exact matching scores, the order of merit will be determined based on the behaviour scores at interview in the following order:

1 - Behaviour - Managing a Quality Service
2 - Career - Personal Statement
3 - Behaviour - Leadership
4 - Behaviour - Changing and Improving
5 - Behaviour - Communicating and Influencing
6 - Career - CV

If candidate scores are still exact, the merit order will then be determined on the sift score in the following order:

1 - Career - Personal Statement
2 - Behaviour - Managing a Quality Service
3 - Behaviour - Leadership
4 - Career - CV

Sift start date: Early October
Interviews are currently taking place via the following method: Face to face
Interview start date: Mid October

Further information:

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.

As a result of the changes to the UK immigration rules which came into 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.

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.

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

Security

Successful candidates must undergo a basic (or equivalent) 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.

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

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 : Louise Wareing
• Email : Louise.Wareing101@mod.gov.uk

Recruitment team

• Email : DBS-EnhancedRecruitmentTeam@mod.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact DBS-EnhancedRecruitmentTeam@MOD.gov.uk in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

Attachments

Candidate Information 2025 Opens in new window (docx, 31kB)MOD Candidate Pack Opens in new window (pdf, 1563kB)Defence Internal Brief notice Opens in new window (docx, 43kB)