Assistant Head Core Recruitment and Joining Services

Based in Norcross, Blackpool. The candidate will be expected to spend at least 2 days per week in the office with frequent travel to Cheadle Hulme and Abbey Wood, Bristol.

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. This position sits in Civilian Personnel (Civ Pers) within DBS; and provides a wide range of HR expertise and service delivery, including pay, recruitment and leaving services across MOD and its armed length bodies. As a key member of the Civilian Personnel Leadership Team, you will manage a team committed to delivering excellent customer service in the Recruitment and Joining Service area.

This is an exciting and challenging opportunity to join the Senior Leadership in Civilian Personnel to deliver core recruitment and joining services to MOD civilian customers. The successful candidate will be enthusiastic and self-driven with the ability to motivate their team to deliver exceptional customer service. You will have strong leadership and communication skills and be able to effectively engage with your teams and support their learning and development needs. There will be a requirement to travel and overnight stays will be required.

Please note that DBS is undertaking a full review of its operating locations in the North West. This aims to move operations to one centralised location, remaining in the North West, and the review is expected to be concluded in 2023. The proposed North West location is central Blackpool; this is subject to business case approval. In the interim, teams are being established in the DBS office at Norcross, Thornton-Cleveleys until the outcome of the final review is confirmed

This position is advertised at 37 hours per week.

As the Assistant Head of Core Recruitment and Joining Services you will be an integral part of the Civilian Personnel Senior Leadership Team reporting directly to the Head of Operations. You will play a central leadership role, leading and managing the delivery of recruitment services across the MOD. You will be responsible for operational delivery, service outcomes and leadership of teams across 3 sites – Norcross, Cheadle Hulme and Bristol.

Your team is responsible for the delivery of recruitment and onboarding services to MOD customers, including the provision of several bespoke recruitment services to customers on a repayment basis. As the Assistant Head of Core Recruitment and Joining services, you will directly shape and influence the future of the service, to ensure its success in meeting our customers’ needs.

About You:

DBS are looking for someone special. We need someone who has a proven track record in operational delivery and has strong people engagement skills. You should have a passion for people and a commitment to delivering excellent customer service and continuous improvement. You should have the ability to influence at all levels and strong communication skills.

Desirable: Recruitment or Shared Services background

Responsibilities

Operational Accountability for service delivery across the Core Recruitment and Joining Services area, achieving all Service Level Agreements (SLA) as defined and agreed.

Develop and implement quality and performance metrics to ensure SLAs are tracked and delivered to a high-quality standard. ·

Proactively manage day to day operations, providing advice and guidance to the teams in order for them to deliver key and routine work. This includes providing operational directives and timescales.

Building a culture of Continuous Improvement and actively seeking out opportunities to improve service delivery.

Proactive identification and management of risk across the service line; supporting and implementing mitigation strategies before any escalation requirement. Any escalation to be managed quickly and appropriately in line with agreed process.

Forecasting and manging demand across the business area, building a flexible, multi skilled environment to accommodate demand in peaks and troughs.

Actively seek customer feedback and improve services as a result (reducing hand offs, reducing response times, increasing quality of advice, increasing proactive management of cases/services)

Other specific tasks include:

• Build a positive, collaborative relationship across teams, DBS and wider MOD communities

• Build capability and ensure effective knowledge management across all service areas;

• Identify and champion service improvement opportunities both within Civilian Personnel and more widely across all Defence Business Services;

• Represent Head of Operations as required.

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 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.

Please note: Expenses incurred for travel to interviews will not be reimbursed.

For further information regarding this vacancy please contact: Janene Barlow – janene.barlow701@mod.gov.uk

Closing date:  6th February 2022.