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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.

DBS is part of the 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

Come and join the DBS community today!

https://youtu.be/gUw0ToaRGgk

Job description

This is a campaign predominantly for our Financial, Procurement & Civilian People (FPCP) Operational Teams. To enable the delivery of these services we use a flexible resourcing model to respond to changes in demand to ensure continuity of business-critical services to MOD therefore, roles may also be available within our other operational area: Armed Forces and Veterans Services (AF&VS).

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce with a diverse group of backgrounds.

DBS currently have various exciting opportunities within our organisation. Our teams are highly committed to employee engagement and customer service. We will fully up-skill you in the service you are on-boarded into with opportunities to develop yourself professionally.

FPCP roles vary, they include but are not limited to Recruitment and On-boarding, Pay, Performance & Recognition, Finance Invoices and Revenues, Business Change, Working Patterns and Leave or Exit Services. This position offers hybrid working; a combination of working in office and working from home.

AF&VS in Blackpool administers the Compensation Schemes for Serving Personnel and Veterans, provides Welfare and support to Veterans, their dependants, bereaved families and beneficiaries of the pensions and compensation Schemes and assists with transition from service to civilian life. An ongoing multi-million-pound Transformation Programme will transform the way Veterans Services are delivered and how customers will access our services.

AF&V roles will vary and include working within one of our operational teams in the following areas: Operational Delivery, Complaint Resolution, Assurance, Policy. This role is office based however, DBS are working hard to improve our access to, and use of, digital technology, empowering our people to work remotely.

We have full-time, part-time, job-share and flexible working positions available. We will work with you and be as accommodating as possible when agreeing your working hours however the final decision will be based on business needs.

The Administrative Officer (AO) is responsible for delivering high-quality administrative and operational support services that contribute to the effective achievement of organisational objectives. Working within established processes and guidance, the post holder will provide efficient customer service, process transactions accurately, maintain records, and support the delivery of operational outcomes.

The role forms an essential part of the operational delivery function, ensuring services are delivered professionally, accurately and in accordance with organisational standards and customer expectations.

Key Responsibilities

Operational Delivery

• Deliver administrative and operational activities in line with agreed procedures, policies and service standards.
• Process transactions, applications, correspondence and casework accurately and within required timescales.
• Maintain accurate records and systems in accordance with governance and data protection requirements.
• Escalate queries, issues or risks that fall outside of established guidance.

Customer Service

• Provide a professional, courteous and responsive service to customers and stakeholders.
• Respond to routine enquiries through appropriate channels, providing accurate information and support.
• Resolve straightforward customer issues and refer complex matters to the appropriate person or team.
• Promote a positive customer experience through effective communication and timely responses.

Team Working

• Work collaboratively with colleagues to support team objectives and operational priorities.
• Share information, knowledge and good practice with team members.
• Contribute positively to an inclusive and supportive working environment.
• Support team resilience by assisting colleagues during periods of increased demand.

Quality and Compliance

• Ensure all work is completed accurately and in accordance with relevant legislation, policies and procedures.
• Identify and report errors, risks or process issues to management.
• Support quality assurance and audit activities where required.
• Maintain confidentiality and handle information appropriately.

Continuous Improvement

• Identify opportunities to improve processes, customer service and efficiency.
• Contribute ideas and feedback to support service improvement initiatives.
• Adapt to new systems, processes and ways of working as required.
• Participate in learning and development activities to build capability and skills.

Decision-Making Responsibilities

The post holder is expected to:

• Make routine decisions within delegated authority and established procedures.
• Prioritise workloads to meet service standards and deadlines.
• Recognise when issues require guidance or escalation.
• Apply judgement when dealing with customer enquiries and operational tasks.

Person specification

Essential Experience

• Good organisational skills and attention to detail.
• Ability to follow processes, procedures and guidance accurately.
• Effective communication skills, both written and verbal.
• Ability to work effectively as part of a team.
• Proficient in the use of IT, including O365 packages

Desirable Experience

• Experience of working/volunteering in an administrative, customer service or operational support environment.

• • Experience of working in a Civil Service, MOD or customer-focused environment.
  • Experience of using case management or business systems.
  • Knowledge of operational delivery processes and service standards.
  • Experience of handling sensitive or confidential information.

For positions in the civilian payroll team, candidates would desirably need to demonstrate experience of working in a payroll team/environment and have an understanding of gross to net payroll calculations incorporating tax, national insurance and pension contribution collection

Behaviours

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

• Delivering at Pace
• Working Together
• Managing a Quality Service

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

• Delivering at Pace

Benefits

Alongside your salary of £27,866, Ministry of Defence contributes £8,072 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).

• A Civil Service pension with an employer contribution of 28.97%
• 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 the King's birthday
• Hybrid working, where role permits
• An opportunity to be considered for Reward & 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

Allowances

The post does not offer relocation expenses.

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.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Employment Hours

This position is advertised at 37 hours per week.

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.

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.

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.

Completing your application :

Behaviour examples requires more than just information about what you did, it requires you to explain. There are many different approaches you could take to writing behaviours, such as the STAR, or the CAR method. As to which one you chose to use, it’s all down to your personal style of writing. Within the Civil Service, the most common approach is: The STAR method.

Using the STAR method, allows you to set the scene, show what and how you did and the overall outcome. The job holder (and later the interviewer) will use this method to gather all the relevant information about a specific capability that the job requires.

ituation - Describe the situation you found yourself in. You must describe a specific event or situation. Be sure to give enough detail for the job holder to understand.

• Where are you?

• Who was there with you?

• What had happened?

Task - The job holder will want to understand what you tried to achieve from the situation you found yourself in.

• What was the task that you had to complete and why?
• What did you have to achieve?

Actions - What did you do? The job holder will be looking for information of what you did, how you did it and why. Keep the focus on you. What specific steps did you take and what was your contribution? Remember to include how you did it, and the behaviours you used. Try to use “I” rather than “we” to explain your actions that lead to the result. Be careful not to take credit of something that you did not do.

Results - Don’t be shy about taking credit for your behaviour. Quote specific facts and figures easily understandable.

• What results did the actions produce?

• What did you achieve through your actions and did you meet your goals?
• Was it a successful outcome? If not what did you learn from the experience?

Keep the situation and task parts brief. Concentrate on the action and the result. If the result was not entirely successful describe what you learned from this and what you would do differently next time. Make sure you focus on your strengths.

Remember- if you are a school leaver or out of employment, and feel that you don’t have the experience to apply for this role then do this-

Make a list of your skills, strength and experience

Focus on your education/day-to-day life/extra-curricular activities such as team sports

Highlight anything that would help you perform in the job that you are applying for

For more information on applying for Civil Service jobs and completing your application please visit-

The STAR method , National Careers Service

Success Profiles - GOV.UK (www.gov.uk)

Working for the Civil Service - Civil Service - GOV.UK (www.gov.uk)

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.

Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, a sift will be conducted on your Primary: Career - Personal Statement, Secondary: Behaviour - Delivering at Pace. In this instance the remaining elements will be tested at interview.

At application stage you will be assessed against the following:

Behaviours:

• Delivering at Pace

Experience:

• CV - job history and previous skills/experience
• Personal Statement Please provide information of how you meet the criteria set out in the job description. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlines in the job advert. (500 Word Max)

At interview 1 stage you will be assessed against the following:

Behaviours:

• Delivering at Pace
• Working Together
• Managing a Quality Service

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. Career - Personal Statement
2. Delivering at Pace
3. Working Together
4. Managing a Quality Service

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

1. Career - Personal Statement
2. Delivering at pace

We want to offer opportunities to all who are successful at interview for our roles, but this isn’t always possible, so we do hold candidates on an active reserve list for 12 months.

Application sifting to take place week commencing: Early August

Interviews are currently taking place via MS Teamsand will be conducted week commencing: Mid August

A minimum of 2 full working days’ notice will be provided for interviews. We endeavour to stick to these dates, but these are subject to change around business needs.

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.

The role currently being advertised has not been assessed as business critical and 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 Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBS-EnhancedRecruitmentTeam@mod.gov.uk

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.

To assist with your application please find attached -

DBS Candidate Information Guide - Working for Defence Business Services - Arial Nova GOV.UK (www.gov.uk)

(26) UK Ministry of Defence: Life , LinkedIn

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

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 : Resourcing partners
• Email : DBS-ResourcingPartner@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

MOD Candidate Pack Opens in new window (pdf, 1562kB)Defence Internal Brief notice Opens in new window (docx, 43kB)Candidate Information 2025 Opens in new window (docx, 31kB)