About the job

Job summary

United Kingdom Security Vetting (UKSV) has an exciting opportunity for a Customer Management Officer to join an established and high performing team. Within UKSV, the Customer Management Team plays a key role in supporting customers and colleagues throughout the business and the wider Civil Service to provide significant enhancements to customer experience, ensuring the future success and growth of UKSV. The Customer Management Team is a key link between our customers and the UKSV business. 

Our role is to develop high quality relationships with our customers, understand their requirements deeply, and ensure their voice is heard within UKSV as we carry out an ongoing transformation programme. We feed insights and intelligence from the customers into our business operations, run regular workshops and events on particular topics with our customers, and keep them informed and consulted on changes to our business. 

As Customer Management Business Support Officer, your role will be diverse and varied. As the administrative support, you will form part of the team to staff our multi-user inbox, where customer departments and industry vetting units contact us about important, high profile or critical cases. As a key team member, you will support the Customer Management Officers in a range of tasks. 

Job description

As a Customer Management Business Support Officer your duties will include but are not limited to:

• Handling complex customer enquiries in a timely, efficient manner. 
• Redirecting queries to the relevant business areas where necessary and collaborating with other UKSV teams more widely. 
• Minute taking monthly customer engagement meetings, helping track and record the wider activity of the team. 
• Internal engagement with departments such as Quality Assurance as well as tracking Quality Feedback from customers. 
• Collating, editing and distribution of MI Packs. 
• Upkeep of Customer Contact List & other central records for the team 
• Support on the creation of a monthly departmental reporting dashboard. 
• Understanding and supporting customers with internal system/process logistics, ie sponsor account forms, support with access and use of key systems like NSVS and Egress.

Person specification

Essential:

• Strong IT skills
• Experience of working in an administrative or business management role 
• The ability to deliver a consistent and high-quality customer-focused service 
• A quick learner and adaptable to new ways of working 
• Strong organisational skills, experience of dealing with changing priorities while meeting defined deadlines.
• Excellent written & verbal communication skills, ability to communicate effectively at all levels.

Desirable:

• Knowledge of UKSV vetting products, services, and processes 
• Knowledge of Google products (such as Gmail and Google Drive) 
• Experience of minute taking 
• Knowledge of UKSV customer base 
• Experience in a role which involves building a working knowledge of a large and diverse customer base

Additional information:

A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.

Benefits

Alongside your salary of £24,750, Cabinet Office contributes £7,492 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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

At the sift stage you will be assessed on the Behaviours and Experience elements of the Success Profiles.

You will be asked to provide a 250-word statement on the Behaviours Managing A Quality Service.

To assess experience you will be asked to provide a 500 word Personal Statement and a name blind (anonymous) CV.

Should a large number of applications be received, an initial sift may be undertaken using the Personal Statement and CV. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Selection process

At interview, you will be assessed on the Behaviours and Experience elements of the Success Profiles. 

The Behaviours being assessed are Managing a Quality Service, Communicating and Influencing and Working Together.

Expected timeline (subject to change)
Expected sift date – 05/06/2024
Expected interview date/s – 21/06/2024
Interview location - Google Meets Video Conferencing

Reasonable adjustments
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 at: cabinetofficerecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
• Complete the ‘assistance required’ section in the ‘personal information’ page of your application form to provide information we should be aware of that will enable us to support you further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

Further information
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.

Please note that this role requires SC clearance, which would normally need 5 years UK residency in the past 5 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.

Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.

Any move to Cabinet Office 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

A reserve list will be held for a period of 12 months, from which further appointments can be made.

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 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.grs@cabinetoffice.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 Info@disclosurescotland.co.uk

For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting

New entrants are expected to join on the minimum of the pay band.

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 applicant’s 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.

Feedback will only be provided if you attend an interview or assessment.

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.

Nationality requirements

Open to UK nationals only.

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.