Defence Business Services (DBS) - Central Operations Enquiry Centre Advisor

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.

“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.”

Come and join the DBS community today!

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Job description

Defence Business Services - Enquiry Centre Advisor Role

Our DBS Enquiry Centre service include three telephone-based teams:

Civilian Personnel (Civ Pers) - Primarily an inbound telephony service, this team provides a service which enables managers and employees to effectively follow and adhere to HR policy and processes including Resourcing, Pay, Leave and Leavers. We also manage several inboxes from which we resolve or triage inbound email queries throughout Defence Business Services (DBS).

Finance and Procurement Services (F&PS) – Winners of the MOD Financial Team of the Year, MOD Head Office & Corporate Services Commendation and Customer Service Excellence Awards. The team provides invoice, payment, and account support to both Suppliers to and Debtors of MOD, as well as signposting to process and procedure guidance & technical advice for Procurement users and Commercial & Financial professionals across DBS & MOD

Veterans UK Helpline – Consistently providing support and advice to the UK’s Veterans, Service Personnel and their families. The team provides assistance for both of the Veterans UK compensation schemes, War Disablement Pensions and the Armed Forces Compensation Scheme. Assistance and advice is also provided to Veterans, their families and Dependants with issues such as benefits, housing and welfare.

You don’t need any previous experience or qualifications to join us, but we are looking for hardworking and resilient team players, who are enthusiastic and genuinely want to support our customers with their needs. Keeping customer satisfaction at the core of every decision and behaviours, through verbal and written communication skills to enable you to converse with customers daily.

Helping to deliver excellent customer service listen to, understand, empathise and engage with customer requirements. The successful candidate will accept ownership for effectively resolving phone or email enquiries, customer issues and complaints to the highest quality.

Our customer facing operating hours are 8am – 4pm, Monday – Friday

Responsibilities -

The role requires you to:

• Open and Honest: Clear Communication at every step of the customers journey
• Manage large volumes of inbound calls/correspondence in a timely manner, listen to, understand, empathise and engage with customer requirements
• Answer calls/ correspondence on a variety of subjects, working as part of a multi-skilled team.
• Handle queries from customers efficiently and effectively, Providing sound advice and a high quality of knowledge
• Log and update queries from customers using a Service Management system.
• Undertake training and up-skilling to support the changing business requirements.
• Recognise continuous improvement possibilities, championing the benefits to the customer and operations.
• Support the Operational Team Leader and Manager in overall service delivery.

Person specification

• You take pride in completing your work to the highest standard
• Ability to process high volumes calls/correspondence without compromising quality.
• Confidence, understanding and patience when working with demanding customers.
• Be an excellent communicator aiming to deliver a positive customer experience.
• Positive attitude with the ability to problem-solve and achieve outcomes in a timely manner
• Ability to effectively manage customer expectations.
• Take ownership of issues and persistently drive them to resolution.
• Ability to work with IT, including Microsoft products
• An openness to feedback and confidence working with others.
• Ability to multi-task, set priorities and manage time effectively.
• Excellent listening skills and natural empathy
• Attention to detail with the ability to retain and assimilate information quickly

Desirable Skills

• Contact/Enquiry Centre Experience
• Customer Service Experience

Behaviours

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

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

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

• Managing a Quality Service

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).

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