Helpdesk Team Leader (UKSV)

Job summary

The role of a UKSV Helpdesk Team Leader 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 a range of vetting queries (c.20
enquiry lines) over a variety of different channels and be our first point of contact for any customer complex queries. You will be monitoring
real-time demand and reporting performance data. You will also act as Team Leader to a team of advisors, monitoring performance and
productivity, handling any initial customer escalations and providing line management support.

Job description

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

● Be the face of UKSV and first point of contact resolution for UKSV customers through all access channels for all enquiries - providing
professional advice and assistance relating to the delivery of UKSV services

● Process high volumes of customer enquiries via telephone, email and digital channels, without compromising quality

● Manage a team of AO Helpdesk Agents, overseeing performance / productivity and providing line management support

● Problem-solve and achieve positive outcomes for customers in a timely manner

● Manage and report on all intraday performance stats

● Consistently deliver to customer service Key Performance Indicator targets and service standard targets, taking a proactive and positive
approach to Customer Care and ensuring satisfaction

● Carry out all administration and coaching functions relative to customer services effectively and within agreed service standards. Promote
and maintain excellent customer relationships, adopting a customer focussed approach at all times.

Person specification

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

● Experience in customer service

● Excellent verbal and written communication skills

● Ability to organise and prioritise shifting workload depending on demand

● A positive attitude to customer service and personal development

● Ability to work in a fast-paced, target-focussed environment

● Good IT skills, including knowledge and experience of Microsoft Office and Google Suite

● Ability to multitask, set priorities, and respond to a changing workload in a fast paced environment

Desirable Criteria

● Contact centre experience

● Team leader / line management experience

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

Additional information:

Cabinet Office policy is that a minimum 60% of your working time should be spent at your principal workplace. For some roles, due to their nature and the business need, this may be up to 100%. 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
• Delivering at Pace
• Communicating and Influencing

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

• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £29,727, Cabinet Office contributes £8,611 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 Experience elements of the Success Profiles.

You will be asked to provide a 250-word statement on the Behaviours: Managing a Quality Service and Delivering at Pace.

To assess experience you will be asked to provide a 500 word written personal statement as part of the application process. A personal statement should provide a summary of your skills and achievements to show that you have the relevant experience, skills and attributes 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 lead behaviour Managing a Quality Service.

Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Selection process

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

The Behaviours being assessed are Managing a Quality Service, Delivering at Pace and Communicating and Influencing.

Expected timeline (subject to change)

Expected sift date –Monday 9th March 2026

Expected interview date/s – W/C 30th March. 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.

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.

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.

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

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.

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.

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

2026-02-18 EO UKSV Helpdesk Team Leader Job Advert.pptx (1) Opens in new window (pdf, 6010kB)Cabinet Office Terms and Conditions - External Opens in new window (pdf, 82kB)Cabinet Office Employee Offer Opens in new window (pdf, 344kB)