Helpdesk Manager (UKSV)

Job summary

The role of a UKSV Helpdesk Manager will require collaborative working within UKSV and across the vetting enterprise. You will be the initial point of contact and the voice for UKSV, you will be responsible for assisting our customers and applicants with their vetting queries over a variety of different channels and be our first point of contact for any customer complex queries and 1st tier complaints.

Job description

As a Helpdesk Manager, the key requirements of your role will include:

• Managing the day to day work ensuring all Service Level Agreements (SLAs) are met.
• Ensuring early identification of trends and supporting cross departmental initiatives to drive improvements, efficiency and reduce complaints.
• Supporting the SEO and G7 Assistant Head of Delivery Workflow with the design and delivery of a modern customer communication hub, ensuring all contact channel options are explored.
• Creating a culture and processes which achieve the business goals and objectives with regards to customer service and the customer journey.
• Building internal and external stakeholder relationships and maintaining effective communication across the business to encourage best practice sharing.
• Providing line management support to the operational teams including: People Performance Management processes e.g. monthly, bi-annual and annual appraisals, absence management, identifying training requirements and workforce planning.

Person specification

As a Helpdesk Manager within UKSV, we are looking for people who have the following expertise and attributes

• Experience in line management, people development and leading large teams.
• Experience of managing teams and working within performance frameworks.
• Experience of managing operational performance to a suite of Key Performance Indicators and Service Level Agreements.
• Experience with workforce planning and demand / queue management to ensure service levels are adhered to.
• Experience of working with teams that interface with both internal and external audiences.
• Customer focused with excellent verbal and written skills.
• A catalyst for change who is at ease in a fast paced environment.

Essential

• Telephony / contact centre based operational experience.

Desirable

• Experience using Salesforce at operational management level.

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

Additional information

A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.

Behaviours

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

• Managing a Quality Service
• Leadership
• 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 £37,922, Cabinet Office contributes £10,986 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 which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
• A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.

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.

Application process

At the sift stage you will be assessed on the Behaviours and Experienceelements of the Success Profiles.

You will be asked to provide a 250-word statement on the Behaviours Managing a Quality Service and Leadership.

To assess experience you will be asked to provide a 500-word personal statement.

A personal statement should provide a summary of your skills and achievements to show that you have the relevant experience, skills and attributes required for the role.

Please detail your experience relevant to the role and carefully consider the criteria listed in the person specification.

Should a large number of applications be received, an initial sift may be undertaken using the behaviour of Managing a Quality Service, those that pass the initial sift may be progressed to a full sift or straight to interview.

Selection process

At interview, you will be assessed on the Behaviours and Experienceelements of the Success Profiles.

The Behaviours being assessed are Managing a Quality Service, Leadership and Changing and Improving.

Expected timeline (subject to change)

Expected sift date – 16th February

Expected interview date/s – 4th and 5th March

Interview location - Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.

If you are unable to attend an interview on either of the above dates we may not be able to offer an alternative date.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to Cabinet Office 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; for further information visit the Childcare Choices website.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via cabinetofficerecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

Please note that this role requires SC clearance, which would normally need 5 years’ UK residency in the past 5 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.

For further information on National Security Vetting please visit the Demystifying Vetting website.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.

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

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.

Nationality requirements

Open to UK nationals only.

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.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : UKSV Resourcing Team
• Email : uksv-resourcingteam@cabinetoffice.gov.uk

Recruitment team

• Email : cabinetofficerecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel that your application has not been treated in accordance with the Recruitment Principles, and wish to make a complaint, then in the first instance you should contact Government Recruitment Service by email at : cabinetofficerecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive, then you can contact the Civil Service Commission at info@csc.gov.uk. For further information on the Recruitment Principles and bringing a complaint to the Civil Service Commission, please visit their website at: https://civilservicecommission.independent.gov.uk.

Attachments

2026-01-19 HEO UKSV Helpdesk Manager Job Advert.pptx Opens in new window (pdf, 6030kB)Cabinet Office Employee Offer Opens in new window (pdf, 302kB)Cabinet Office Terms and Conditions - External 2025-02-20 Opens in new window (docx, 94kB)