Abbey Wood North, Stoke Gifford, Bristol, South West Tomlinson House, Norcross, Blackpool, Lancashire 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 27%. 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 home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this 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. DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2026 Come and join the DBS community today Job Description Job Description Are you passionate about creating exceptional customer experiences and driving continuous improvement? We’re looking for an enthusiastic and dedicated leader to manage our DBS Customer Team and make a lasting impact on customer satisfaction and service excellence. This is an exciting opportunity to shape the future of our customer relations and elevate our customer service standards. About The Role: As the Customer Satisfaction and Stakeholder Manager, you will lead a dynamic team responsible for managing key aspects of customer relations, including customer satisfaction, complaint resolution, service standards, and stakeholder engagement. You’ll have the opportunity to drive change, lead strategic initiatives, and ensure DBS deliver an outstanding experience for our customers. Key Responsibilities: Complaints Management Lead our dedicated Complaints Team to resolve complex issues efficiently and ensure we meet key performance targets. Act as the go-to escalation point for intricate cases, collaborating with stakeholders to uncover and resolve root causes. Provide valuable insights through regular reports and data analysis, directly contributing to improvements in customer experience. Customer Satisfaction Oversee and drive customer satisfaction initiatives, including surveys, data analysis, and action planning. Lead the creation of our annual Customer Satisfaction Report to guide and prioritize service enhancements. Collaborate with various teams to produce tailored reports for diverse audiences, supporting our goal of continuous improvement. Customer Service Standards Champion our Customer Service Excellence (CSE) accreditation, leading the annual reviews and maintaining CSE standards throughout the accreditation cycle. Engage with key stakeholders, including Management Board and partners, to uphold and enhance our commitment to outstanding service. Implement action plans based on CSE recommendations, ensuring we continuously raise the bar in customer satisfaction. Stakeholder Engagement Implement the stakeholder management approach, ensuring clear communication and collaboration with senior managers across DBS. Represent DBS in various Functional Boards and stakeholder groups, gathering insights and feedback to shape actionable plans. Build and maintain strong relationships with key senior stakeholders, proactively addressing their feedback and needs to enhance customer satisfaction. You’ll also have the opportunity to lead and manage a talented team, with line management responsibilities for two HEOs and two Band Ds. If you’re ready to take on a rewarding leadership role with significant impact and room for growth, we’d love to hear from you. Join us and help set the standard for customer service excellence Key Responsibilities: Complaints Management Lead our dedicated Complaints Team to resolve complex issues efficiently and ensure we meet key performance targets. Act as the go-to escalation point for intricate cases, collaborating with stakeholders to uncover and resolve root causes. Provide valuable insights through regular reports and data analysis, directly contributing to improvements in customer experience. Customer Satisfaction Oversee and drive customer satisfaction initiatives, including surveys, data analysis, and action planning. Lead the creation of our annual Customer Satisfaction Report to guide and prioritize service enhancements. Collaborate with various teams to produce tailored reports for diverse audiences, supporting our goal of continuous improvement. Customer Service Standards Champion our Customer Service Excellence (CSE) accreditation, leading the annual reviews and maintaining CSE standards throughout the accreditation cycle. Engage with key stakeholders, including Management Board and partners, to uphold and enhance our commitment to outstanding service. Implement action plans based on CSE recommendations, ensuring we continuously raise the bar in customer satisfaction. Stakeholder Engagement Implement the stakeholder management approach, ensuring clear communication and collaboration with senior managers across DBS. Represent DBS in various Functional Boards and stakeholder groups, gathering insights and feedback to shape actionable plans. Build and maintain strong relationships with key senior stakeholders, proactively addressing their feedback and needs to enhance customer satisfaction. You’ll also have the opportunity to lead and manage a talented team, with line management responsibilities for two HEOs and two Band Ds. If you’re ready to take on a rewarding leadership role with significant impact and room for growth, we’d love to hear from you. Join us and help set the standard for customer service excellence Person specification We’re looking for a motivated and skilled individual who brings the following abilities and attributes to the role: Proven Leadership and Team Management Experience: Demonstrated success in managing and developing team members, fostering a supportive and productive environment. Mentorship and Staff Development: Skilled in guiding and empowering team members to grow in their roles and achieve their full potential. Exceptional Organisational Skills: Able to prioritise and manage multiple projects, ensuring timely delivery even under tight deadlines. Strong Relationship-Building and Interpersonal Abilities: Adept at working diplomatically with colleagues at all levels, including senior external stakeholders, to build effective partnerships. Advanced Communication and Influencing Skills: Able to negotiate, persuade, and engage diverse stakeholders, tailoring messages to drive understanding and support. Analytical and Data-Driven Decision Making: Proficient in analysing data, identifying trends, and making informed recommendations that lead to actionable improvements. Clear and Effective Communication Skills: Articulate and adaptable in both written and verbal communication, with experience in creating and delivering impactful presentations. Insightful Analysis and Reporting: Skilled in drawing insights from data and presenting findings in a way that supports strategic decision-making. This role requires a proactive leader with a keen eye for detail and a strong commitment to driving customer service excellence. Behaviours We'll assess you against these behaviours during the selection process: Leadership Communicating and Influencing Changing and Improving Seeing the Big Picture Alongside your salary of £44,590, Ministry of Defence contributes £12,917 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. 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 additional to 8 public holidays per year, you will also receive leave for HM The Sovereign's birthday Hybrid working where role permits An opportunity to be considered for Reward and Recognition - £250-£5000 per year 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% Allowances The post does not offer relocation expenses. 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. External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. Employment Hours This position is advertised at 37 hours per week. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected. Please ensure that at the application and interview stages of the campaign you review the Success Profiles Framework to assist you in the demonstration of your skills and experience. Your suitability for the role will be assessed using the Success Profile elements that have been chosen for this campaign. Each element will be scored accordingly, and the successful candidate will be appointed on merit. Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, an initial sift will be conducted on your Primary: Behaviour - Leadership, Secondary: Experience - Personal statement. In this instance the remaining elements will be tested at interview. At application stage you will be assessed against the following: Behaviours: Leadership Communicating and Influencing Changing and Improving Seeing the Big Picture Experience: Personal Statement : In no more than 500 words, Please provide information of how you meet the criteria set out in the job description. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlines in the job advert. CV - Job history At interview you will be assessed against the above (behaviours) In The Rare Case Where Individuals Have Exact Matching Scores, The Order Of Merit Will Be Determined Based On The Behaviour Scores At Interview In The Following Order: Behaviour - Leadership Behaviour - Communicating and Influencing Behaviour - Changing and Improving Behaviour - Seeing the Big Picture If Candidate Scores Are Still Exact, The Merit Order Will Then Be Determined On The Sift Score In The Below Order Or Priority: Behaviour - Leadership Behaviour - Communicating and Influencing Behaviour - Changing and Improving Behaviour - Seeing the Big Picture We want to offer opportunities to all who are successful at interview for our roles, but this isn’t always possible, so we do hold candidates on an active reserve list for 12 months. Application sifting to take place late November. Interviews are currently taking place via ms teams and will be conducted early December A minimum of 2 full working days’ notice will be provided for interviews. We endeavour to stick to these dates, but these are subject to change around business needs. The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBS-EnhancedRecruitmentTeammod.gov.uk MOD Recruitment Satisfaction Survey – we may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Notice sets out how we will use your personal data and your rights. As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points-based system, where a role has been deemed to be business critical. The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn. To assist with your application please find attached - DBS Candidate Information Guide - Working for Defence Business Services - GOV.UK (www.gov.uk) UK Ministry of Defence: Life, LinkedIn Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). 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. 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). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. 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 : Kymberley Johnson Email : kymberley.johnson681mod.gov.uk Recruitment team Email : DBS-EnhancedRecruitmentTeammod.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact DBS-EnhancedRecruitmentTeamMOD.gov.uk in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/