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Job summary

.About the Department:

DBS was established under the Protection of Freedoms Act 2012 on 1 December 2012, working from two sites, which are Liverpool and Darlington. We operate on behalf of government delivering Disclosure functions in England, Wales, Jersey, Guernsey and the Isle of Man, and Barring functions for England, Wales, and Northern Ireland. We function within a framework of legal and regulatory requirements and that includes work with a range of external organisations including other government departments, regulators, and trade bodies.

We provide a service that enables organisations in the public, private and voluntary sectors to make better informed, safer recruitment and other decisions. We do this by providing information to enable them to determine whether individuals are unsuitable or unable to undertake certain work, particularly with occupations involving regular contact with vulnerable groups, including children.

Our Strategy:

Our current Strategy sets out our purpose, vision, and the impacts we want to achieve. Our strategy was co-created with our staff and has been supported by insight from our various partners, and throughout, you will find our ambitions to be achieved. Everything that we do within DBS, from developing our strategic intent, to the day-to-day operational delivery of our services, is underpinned by constant considerations of safeguarding, quality, sustainability, value for money, and diversity and inclusion. Our strategic objectives aim to enhance our effectiveness, influence, and customer satisfaction while fostering a supportive environment for everyone.

Equality, Diversion, and Inclusion at DBS

DBS is committed to fostering an environment that values individual differences and ensures fair treatment to unlock the full potential of staff and better support customers. Equality, diversity, and inclusion (EDI) are core to driving organisational success and we have developed specific equality objectives for DBS. Every decision and activity will be considered through an EDI lens, aiming to build an inclusive culture, improve policies and practices, gain external assurances, and become a leading voice of good practice in EDI.

Read More:

For further information, please see below for a collection of DBS strategies and business plans:

• DBS strategies - GOV.UK
• DBS business plans - GOV.UK

Job description

As an ECM, you will liaise with users, operational teams, stakeholders and suppliers to help ensure the continuous and effective operation of the Disclosure and Barring Service (DBS) in line with business requirements. This includes working with IT suppliers and Police National Computer (PNC, soon to become LEDS) services to investigate and help resolve anomalies identified with the PNC/LEDS extract or DBS matching algorithms, as well as managing the ECM filtering, extract, manual DIT and grey list workstreams

Key Task/Areas of accountability

Work seamlessly across DBS operations to:

• Maintain effective operational relationships around IT issues, including with IT Service Management, DBS suppliers and information providers.
• Liaise with managers, business leaders and other key stakeholders to provide high quality advice and guidance about workflow.
• Work with IT suppliers and PNC/LEDS services to investigate help resolve anomalies identified with the PNC/LEDS extract or DBS matching algorithms.
• Deal effectively with all escalated customer enquiries/complaints.
• Communicate clearly and concisely in sharing information and best practice with colleagues and managers.
• Collaborate effectively with internal and external stakeholders in order to maximise customer service.
• Develop good working relations within own team, and with other teams across DBS, providing guidance and support to internal and external stakeholders on request.
• Manage the Escalated Case Management team and Operational Solutions team inboxes, ensuring workflow is directed through them and dealt with promptly and accurately.
• Ensure extract checks are completed promptly and accurately.
• Ensure filtering checks and related manual builds are completed promptly and accurately.
• Ensure grey list checks are completed promptly and accurately.
• Use knowledge of DBS processes to inform training needs.
• Ensure knowledge of operational and security procedures is current and followed.

Important

Please note applications for this role are restricted to individuals who have successfully completed their probationary period. Candidates who have not yet met this requirement will not be eligible for consideration.

Work Location and Flexible Working Arrangements

Please note if you apply for this role, you may be required to change your work location choices depending on the specific requirements of the role. This role is available on an office-based, hybrid, or remote working basis and will be considered in line with business needs and the requirements of the role, including training.

Person specification

Essential

• Ability to interpret new and complex information quickly, identify the salient points and make recommendations based on sound analysis and technical advice.
• Strong telephony and customer service skills.
• Strong written communication skills, including spelling and punctuation.
• Proficiency in use of IT, including a strong working knowledge of the Microsoft Office suite.
• Use of PNC/LEDS is required. Staff must be willing to undertake PNC/LEDS training and NPPV2 clearance.
• A willingness to learn DBS matching algorithms.

Desirable

• A knowledge of algorithms.
• A strong working knowledge of DBS processes.
• Proficiency in the use of Oracle and Siebel customer relationship management systems.

Training

All training will be conducted onsite at Shannon Court. In addition, staff may be required to attend LEDS training at an offsite location, if this has not already been completed. Following the successful completion of all training, there will be a consolidation period.

Conditional Offer and Vetting Requirements

Due to the nature of the role, an enhanced NPPV2 vetting check is required. Any offer of employment will be made on a provisional basis and will be subject to the successful attainment of NPPV2 clearance. A formal offer will only be issued once this clearance has been obtained. In the event that the required clearance is not granted, the provisional offer will be withdrawn.

Behaviours

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

• Making Effective Decisions
• Seeing the Big Picture

Benefits

Alongside your salary of £30,993, Disclosure & Barring Service contributes £8,978 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).

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 and Experience.To apply for this post, please provide a suitability statement of no more than 500 words, outlining how your skills, experience and qualifications meet the requirements of the role, including all essential and desirable criteria, and the key responsibilities. Please also submit the following behaviours:

• Making Effective Decisions (Lead)
• Seeing the Big Picture

You should ensure that you make best use of the 250 word count for each Behaviour required as outlined in the job role. The STAR (Situation, Task, Action and Result) technique is a useful method to help structure your answer:

• Situation - provide some brief details about the situation.
• Task - outline what your objective or purpose was during that situation.
• Action - describe what you did in that situation and how you approached it.
• Result - state the outcome, for example: Were the objectives met? What did you learn/gain from being in that situation?"

If a high volume of applications is received, an initial sift will be conducted based on the personal statement and the lead behaviour “Making Effective Decisions”. Candidates who meet the required benchmark at this stage may be progressed to a full sift, or progressed straight to interview.

If successful at sift, Disclosure & Barring Service will conduct an interview based on all elements of the application.

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

• Closing date Monday 10/08/2026 at 10:00am
• Interviews are due to take place weeks commencing 31/08/2026 and or 07/09/2026 (subject to change)

Please note interviews will take place at Shannon Court, Princes Dock, Liverpool L3 1QY.

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.

Please note: Any offer of employment is dependent on successful NPPV2 clearance.

Further Information:

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)

This privacy notice covers personal data collected during the recruitment, security clearance and on-boarding process.

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 : Harriet di Castiglione
• Email : DBSPeopleSupportTeam@dbs.gov.uk

Recruitment team

• Email : DBSPeopleSupportTeam@dbs.gov.uk

Attachments

EO ECM Agent - Advert Job description 2026 Opens in new window (docx, 449kB)