Contents Location About the job Benefits Things you need to know Apply and further information Location Belfast, Bristol, Cardiff, Edinburgh, London, Newcastle-upon-Tyne, York About the job Job summary DEFRA are currently establishing the Scheme Administrator (SA) for the packaging Extended Producer Responsibility (pEPR) Scheme and require a Customer Support Lead to design and deliver a brand new 2nd Line function from its inception. You will be required to create the right environment and culture to support the delivery of excellent, high quality, compassionate, tailored customer service on behalf of the Scheme Administrator. You will provide transformational leadership and development within your function - inspiring colleagues to provide outstanding customer support, maintaining team motivation through high-traffic periods and building a high performing team. The new UK pEPR scheme will launch in 2024 and its administrator will bring together talented individuals who are passionate about recycling and the environment. It will transform our current linear economic model of take, make, use, throw into a circular economy. In a circular economy, resources will be kept in use as long as possible, maximising the value gained; resources will be used more efficiently; and waste will be minimised, and so will the impacts that inefficient resource use has on our environment and society. Interested in Hearing more about the Scheme Administrator, what work we have done so far and how it will contribute to a circular economy We are hosting a Webinar for you to join to find out more This online session will be held on MS Teams and is designed to provide you with further details about the Scheme Administrator and how it will evolve going forward. Whether you are considering applying for one of our vacant posts or simply interested in learning more, this is a great opportunity to get a detailed information and ask any questions you may have. The session will be held on Thursday 5 th December at 2pm, please email RWPeopleTeamdefra.gov.uk to receive an invite. If you are unable to join or have missed the event, summary of the key points will be available from the same address following the session. Job description The successful candidate will support the Head Operations in establishing and managing the infrastructure required to manage queries and complex cases from c.8k Producers and 440 Local Authorities. The Scheme Administrator (SA) Customer Support Team will act as 2nd Line query resolver group for all complex stakeholder queries that cannot be resolved by the SA Service Desk. You will need to be confident working within a complex matrix structure, to deliver a service that meets the shared businesses needs of all internal stakeholders, including the wider Scheme Administrator, the Devolved Governments and the environmental regulators. You will need to ensure that the design of the 2nd Line customer support function is user-centred and will be able to support the needs of the end users of the service You will need to be confident working with the Scheme Administrators programme management function to develop a viable project plan and ensure the timely delivery of the Customer Support function. You will provide training to (and support the ongoing development of) the Customer Support team, ensuring they are confident, capable and motivated to carry out their role to a high standard. You will work with wider Defra teams, governance Boards, regulators and Devolved Nations to ensure the design of the customer support function fully considers their requirements. You will ensure that insights, patterns and risks emerging from 2nd Line customer support are shared with the Service Desk, 3rd Line teams, the Scheme Administrator, Defras pEPR teams and other appropriate key stakeholders, with the aim of embedding a continual service improvement culture. You will lead on ensuring knowledge is captured, documented appropriately and transferred to the 1st Line Service Desk, continually growing their ability to resolve calls without need for escalation to 2nd Line. To deliver these products, the successful candidate will lead their teams to: Deliver and continually improve a set of business processes that capture how the CS Team will handle and respond to complex queries from all SA Stakeholders; Develop query resolution systems and processes that are integrated with the current tactical SA Service Desk infrastructure. Transition that initial infrastructure and ensure it integrates with the new strategic SA Desk provided by the appointed Financial Services Supplier (due to be appointed late December 24). Oversee the development, implementation and maintenance of excellent working arrangements with a range of 3rd Line Subject Matter Expert teams across DEFRA (including the R&W Fees and Payments Team, the pEPR Policy Team, the pEPR Legal Leads, DEFRA Commercial Leads and others) and outside DEFRA (including Producers, Local Authorities, Regulators and the Devolved Governments) to ensure the SA consults widely where necessary in resolving complex queries from Stakeholders. You and your team will work to become the SA subject matter experts to go to for any matters related to the pEPR Scheme, developing a body of knowledge that can be re-used to resolve incoming queries from external stakeholders. Person specification The successful candidate will have experience of a strong record of delivering and operationalising user-centred Services of similar scale and complexity. Given the highly technical nature of this delivery area, and the need to engage and collaborate with specialists, we encourage applications from candidates with a background in customer support. You will be confident being at the forefront of the Scheme Administrators customer support function, communicating with clarity and confidence the pEPR business requirements, and supporting the Scheme Administrators readiness. You will have the right communication skills and experience to engage with technical experts as well as wider internal stakeholders (e.g., regulators, analysts, digital services, the Devolved Nations governments). You will have strong project management skills, with experience of taking ownership of timely project delivery, and the ability to motivate a team to deliver at pace. You will have experience in developing new and transitioning existing 2nd-Line query resolution Services of similar scale and complexity, successfully leading and managing technical and non-technical staff in a fast-paced delivery context You will be comfortable building and maintaining constructive relationships with internal and external stakeholders. You will be able to communicate complex, technical information to senior leaders, Ministers and stakeholders, utilising evidence, and analysis to steer effective decision making You will be comfortable with Industry standard toolsets to manage the flow of queries in each direction, from 1st Line to 3rd Line and back, and to use the Management Information they provide to continually improve the teams ability to meet Service Delivery targets. Behaviours We'll assess you against these behaviours during the selection process: Managing a Quality Service Delivering at Pace Developing Self and Others Communicating and Influencing Benefits Alongside your salary of £54,470, Department for Environment, Food and Rural Affairs contributes £15,779 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service pension with an employer contribution of 28.97% Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Application Process As part of the application process, you are asked to complete a 250-word Personal Statement and send a tailored CV. For the Personal Statement, you should use 250 words to explain how your skills and experience make you suitable for the role. Please refer to the job description and the person specification. You will also be required to write 250 words on each of the following behaviours: Managing a Quality Service Delivering at Pace Developing Self and Others Communicating and Influencing Should a large number of applications be received, an initial sift may be conducted using the Personal Statement. Sift and interview dates to be confirmed. Interview If successful at application stage, you will be invited to interview via MS Teams. You will need to do a presentation at the interview (further details will be provided closer to the time) and you will also be asked 4 behaviour questions. Location As part of the pre-employment process for this post, successful candidate(s) will be able to agree a contractual workplace from those locations listed in this advert. The agreed contractual workplace is then the substantive and permanent place of work for the successful candidate(s) Where the location is National the successful appointee should discuss and agree an appropriate contractual location in line with both Defras location policy and site capacity, prior to proceeding with pre-employment processes. Successful applicants currently employed by the hiring Defra organisation for this post may choose to remain in their current contractual location or may choose to change contractual location to one of those listed above. This should be discussed and agreed prior to proceeding with pre-employment processes. The agreed amount of time spent at a workplace for this post will reflect the requirement for Civil Servants to spend at least 60% of their working time in an organisation workplace with the option to work the remaining time flexibly from home. Working time spent at a workplace may include time spent at other organisational locations including field-based operational locations, together with supplier, customer or partner locations. This is a non-contractual agreement which is consistent with common Civil Service expectations. Travel costs to non-contractual workplaces will be subject to departmental travel and subsistence policies. Travel costs to contractual workplaces are the responsibility of the employee. The successful candidate is required to carry out all their duties from a UK location, and cannot do so from an overseas location at any time. Defra includes the core department, APHA, RPA, Cefas and VMD. Reserve List A reserve list may be held for a period of 12 months from which further appointments can be made. Merit Lists Where more than one location is advertised, candidates will be posted in merit order by location. You will be asked to state your location preference on your application. Salary New entrants to the Civil Service are expected to start on the minimum of the pay band. The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest. Visa Sponsorship Statement Please take note that Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Criminal Record Check If successful and transferring from another Government Department, a criminal record check may be carried out. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland/Access NI on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grscabinetoffice.gov.uk stating the job reference number in the subject heading. For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Infodisclosurescotland.co.uk For further information on the Access NI confidential checking service telephone: the Access NI Helpline on 0300 200 7888 and ask to speak to the operations manager in confidence, or email accessniani.x.gsi.gov.uk Reasonable Adjustment If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via defrarecruitment.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional. Accessibility If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. Internal Fraud Database Check Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government. NSV For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting Higher Security Clearance Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter. All of these posts require the successful candidate to hold basic security clearance. Candidates posted to London may be subject to a higher level of clearance because of the security requirements for that location. Job offers to these posts are made on the basis of merit. Security vetting will only take place after the receipt of a job offer. Childcare Vouchers Any move to Defra from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil 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 This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). 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 : Alex Hilton Email : RWPeopleTeamdefra.gov.uk Recruitment team Email : defrarecruitment.grscabinetoffice.gov.uk Further information If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact: Government Recruitment Services via email: defrarecruitment.grscabinetoffice.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: https://civilservicecommission.independent.gov.uk/contact-us/ to visit Civil Service Commission. Welsh Translation Os ydych yn teimlo nad yw eich cais wedi ei drin yn unol â'r Egwyddorion Recriwtio a'ch bod yn dymuno gwneud cwyn, yn y lle cyntaf, dylech gysylltu â Gwasanaethau Recriwtio'r Llywodraeth drwy e-bost: defrarecruitment.grscabinetoffice.gov.uk. Os nad ydych yn fodlon gyda'r ymateb a gewch gan yr Adran, gallwch gysylltu â Chomisiwn y Gwasanaeth Sifil: Cliciwch yma i ymweld â Chomisiwn y Gwasanaeth Sifil Share this page Print Email Facebook Twitter LinkedIn GMail