Defence Business Services - Administrative Officer (AO) – Operational Delivery at Ministry of Defence in United Kingdom

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 be the best shared service centre in Government
• Our Mission – Proudly delivering excellence in share services, through customer centric solutions to enable Defence outcomes

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 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!

This role is advertised as 37 hours per week.

Job description

To enable the delivery of our services we use a flexible resourcing model to respond to changes in demand to ensure continuity of business-critical services to MOD.

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce.

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.

The Administrative Officer (AO) is a key role within Defence, 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, if successful, you will provide efficient and effective customer service, process transactions accurately, maintain records, and support the delivery of operational outcomes essential to the function of Government.

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.

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.

There are a number of permanent and Fixed Term Appointments (FTA) available. Appointments will be made in strict merit order to fill the permanent posts first and then the FTAs.

The Fixed Term Appointments are for a period of up to 24 months, these roles may become permanent pending the final confirmation of funding.

Existing Civil Servants should refer to the FTA information contained within the advert to understand the impact to them if found successful for one of these roles.

For Fixed Term Appointments

This is a Fixed-term Appointment as a Administrative Officer. Your responsibilities will be as described in this job advert. The reason why you are appointed for a fixed period is due outstanding confirmation of funding. This post will therefore begin on your appointment and end 24 months after that date. You should be aware that when your Fixed-term Appointment at MOD comes to an end, arrangements will be made in line with the FTA policy.

If you are a permanent MoD civil servant and are found successful for an advertised Fixed-term Appointment (FTA) you should move into the post under a Temporary Transfer (for up to a maximum of 24 months). At the end of the posting you will return to your previous MoD Business area. If this posting is at a higher grade, your promotion will be temporary, and you will return to your substantive grade at the end of the Temporary Transfer. If a Temporary Transfer cannot be agreed between all parties then a transfer on an FTA contract is possible, read the FTA and Change of Work Location in the UK policy for further information.

If you are transferring to MoD from another government department (OGD) you should join the MoD on an inward loan. At the end of the loan you will return to your home (OGD) department. If a loan cannot be agreed between all parties then a transfer on an FTA contract is possible, read the FTA policy for further information.

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 demanding 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.
• Monitoring and resolving errors, ensuring requirements are processed correctly and without unnecessary delays.
• Work closely with internal and external stakeholders
• Always uphold MOD data protection, confidentiality and security standards

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 customer issues, referring complex matters where appropriate.
• 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 in accordance with data protection requirements.
• 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

• 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

• Excellent organisational skills and attention to detail, with the ability to react effectively to changing priorities.
• Deliver excellent customer service with a ‘right first time’ approach
• Handle sensitive data with accuracy and discretion
• Ability to follow processes, procedures and guidance accurately.
• Excellent 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.

Behaviours

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

• Delivering at Pace
• Managing a Quality Service
• Working Together
• Making Effective Decisions

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).

• 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
• 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 environ