26.99- Escalated Case Management (ECM) Team Agent EO

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