DMS Whittington, LICHFIELD, Staffordshire, WS14 9PY. No other duty stations will be considered. Job Summary About the Defence Infrastructure Organisation Do you want to work for the Defence Infrastructure Organisation (DIO) and play a key role in keeping our country safe through caring for the Defence estate and those that depend on it? DIO manages the Defence estate, one of the UK’s largest and most diverse property portfolios, enabling the armed forces and Defence civilians to live, work, train and deploy. From net carbon-zero accommodation to runways for the F35 fighter jets, our outputs are unique in the UK and across the globe! About DIO Regional Delivery We are responsible for: ensuring safe and efficient delivery of single living accommodation (SLA), facilities management and programmes to customers of the Built Estate, the Overseas and Training Estate and United States Visiting Forces. Everything we do centres around outstanding delivery and excellent advice. This position is advertised at 37 hours per week. Job Description This is a challenging opportunity for a successful candidate to join and support the Recoveries Operations Team ensuring that DIO operate to all agreed processes and operating procedures. DIO RD Utilities team currently control the payment and recovery of gas, electricity and water charges across the MOD UK portfolio. The Operational Support role within the Third-Party recovery team will manage the recovery of these utility charges to ensure they are carried out in an efficient and timely manner. Query resolution and problem-solving skills are key in order to ensure regular and timely recoveries are maintained throughout the Financial Year. During your time with us, you will: Develop your skills whilst engaging with different parts of the organisation and interacting with internal and external customers. With a focus on adding customer value, supporting other functional areas, working across teams and resolving issues as requested. Leading in the role of operational support will aid you in developing a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This role will provide an opportunity to develop those key skill areas whilst gaining real work experience to support your own progression towards a successful career. The successful candidate will be responsible for (but not limited to): The successful candidate will act as operational support within the Third Party Recovery Team, and will be responsible for the line management of the team. Manage the timely and full recovery of utility consumption charges on behalf of our Top-Level Budget Holders (TLBs). Ensure that all recoveries are captured and that an effective and efficient process is in place, whilst abiding by any regulatory guidelines and MOD polices. Have line management responsibilities, lead and motivate the team providing a positive, collaborative and proactive working environment. Line management responsibilities include management of a colleague based in South England; regular in person visits required. Provide leadership and mentorship whilst developing team members. Monitor, review and respond to both internal and external customer enquiries, ensuring that customer queries are actioned promptly, delivering excellent advice and customer service. Maintain internal data accuracy levels for the purpose of reporting and forecasting and ensure meter readings for recoveries are collected across the portfolio. Manage and monitor the raising of charges and assist in regular audits. Monitor and chase non-payment on a monthly basis depending on urgency/amount outstanding. Monitor and manage the onboarding of new customers. Complete reconciliation of charges where necessary. Support the HEO and SEO in the digitisation of records. Maintain the relationship between internal/external customers and suppliers. Collaboration with stakeholders to seek new/outstanding recoveries across the estate will be essential; travel will be a requirement of the role. Assist the meter reader with water meter readings as and when required; travel will be required. Meter reading when/where urgently required and/or in the absence of meter reader. We will require you to attend regular meetings, provide updates on tasks to your senior managers or reporting chain of command. The successful candidates will have the ability to work reliably whilst delivering at pace and balancing priorities. There may be a need to work across the other Operational teams as and when required. This is a challenging opportunity for a successful candidate to join and support the Recoveries Operations Team ensuring that DIO operate to all agreed processes and operating procedures. DIO RD Utilities team currently control the payment and recovery of gas, electricity and water charges across the MOD UK portfolio. The Operational Support role within the Third-Party recovery team will manage the recovery of these utility charges to ensure they are carried out in an efficient and timely manner. Query resolution and problem-solving skills are key in order to ensure regular and timely recoveries are maintained throughout the Financial Year. During your time with us, you will: Develop your skills whilst engaging with different parts of the organisation and interacting with internal and external customers. With a focus on adding customer value, supporting other functional areas, working across teams and resolving issues as requested. Leading in the role of operational support will aid you in developing a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This role will provide an opportunity to develop those key skill areas whilst gaining real work experience to support your own progression towards a successful career. The successful candidate will be responsible for (but not limited to): The successful candidate will act as operational support within the Third Party Recovery Team, and will be responsible for the line management of the team. Manage the timely and full recovery of utility consumption charges on behalf of our Top-Level Budget Holders (TLBs). Ensure that all recoveries are captured and that an effective and efficient process is in place, whilst abiding by any regulatory guidelines and MOD polices. Have line management responsibilities, lead and motivate the team providing a positive, collaborative and proactive working environment. Line management responsibilities include management of a colleague based in South England; regular in person visits required. Provide leadership and mentorship whilst developing team members. Monitor, review and respond to both internal and external customer enquiries, ensuring that customer queries are actioned promptly, delivering excellent advice and customer service. Maintain internal data accuracy levels for the purpose of reporting and forecasting and ensure meter readings for recoveries are collected across the portfolio. Manage and monitor the raising of charges and assist in regular audits. Monitor and chase non-payment on a monthly basis depending on urgency/amount outstanding. Monitor and manage the onboarding of new customers. Complete reconciliation of charges where necessary. Support the HEO and SEO in the digitisation of records. Maintain the relationship between internal/external customers and suppliers. Collaboration with stakeholders to seek new/outstanding recoveries across the estate will be essential; travel will be a requirement of the role. Assist the meter reader with water meter readings as and when required; travel will be required. Meter reading when/where urgently required and/or in the absence of meter reader. We will require you to attend regular meetings, provide updates on tasks to your senior managers or reporting chain of command. The successful candidates will have the ability to work reliably whilst delivering at pace and balancing priorities. There may be a need to work across the other Operational teams as and when required. Person specification The successful candidate must be able to demonstrate their experience and skills against the following essential criteria: Leadership/Line management experience Customer/Stakeholder management Supervising of an Operational function Microsoft experience including Intermediate Excel skills It would be desirable if the successful candidate is able to demonstrate experience and skills against the following criteria: Utility Recovery experience Energy industry experience The successful candidate must hold a Full UK Driving Licence. Licences Full UK driving licence Behaviours We'll assess you against these behaviours during the selection process: Leadership Managing a Quality Service Delivering at Pace Working Together We only ask for evidence of these behaviours on your application form: Leadership Managing a Quality Service Alongside your salary of £29,580, Ministry of Defence contributes £8,569 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% 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. 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 Note: Expenses incurred for travel to interviews will not be reimbursed. 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. Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/. The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments. 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 Policy Notice sets out how we will use your personal data and your rights. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Candidates will be required to provide CV details to include job history; qualification details and previous skills and experience. Candidates will be required to provide a statement of suitability (500 words max). At application, candidates will be scored against the following elements: CV Personal Statement Behaviours: Leadership and Managing a Quality Service Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, the sift will be conducted on the Leadership Behaviour, Personal Statement and CV only. At interview, candidates will be assessed against the following CS Behaviours: Leadership Managing a Quality Service Delivering at Place Working together Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use. Interviews will be held in person at DIO HQ, Whittington Barracks. 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: DBSCivPers-Resourcingteam3@mod.gov.uk. As a result of the changes to the UK immigration rules which came in to 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. This role does not meet that category and we will not sponsor a visa. It 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. The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment. The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out. 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 : Michelle Bailey Email : Michelle.bailey134@mod.gov.uk Recruitment team Email : DBSCivPers-ResourcingTeam3@mod.gov.uk Further information Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk.