About the job

Job summary

DE&S Deca is a specialist part of Defence Equipment & Support (DE&S) tasked with supporting a vast range of Defence avionics, electronics and components to provide high-quality, cost effective support to the UK Armed Forces. We have a rich heritage as the MOD’s in house repair, maintenance, overhaul and upgrade  service provider by offering innovative solutions to guarantee best value for Defence.

Working as part of a team and reporting to the Maritime Customer Service Manager. The role involves managing customer relations by email, phone,
virtual and face to face meetings. Managing customer orders and new work into DE&S Deca the Customer Service Officer contributes valuable forecasts for business planning.

Being mindful of the scrutiny on Public Sector pay and in accordance with Civil Service Terms and Conditions, salary on appointment is normally at the minimum point of the salary range and this should therefore be the expectation. Existing Civil Servants will be appointed in line with the normal Civil Service pay rules.

This role is 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. 

Job description

This role is to represent the business at meetings with other members of the team. Monitor contractual and delivery performance, hold internal reviews and customer reviews on and off DE&S Deca sites. Ensure effective customer communications on contract or product issues; develop and maintain relationships with the customer to develop and establish new products and services. Provide support to the DE&S Deca teams with input to business winning strategies, the demand plan and other initiatives. Together with the customer, agree, then help deliver and manage an accurate and realistic 3 year demand plan. Deliver the customer service provision in accordance with Key Performance Indicators (KPIs). Carry out agreed feedback interviews for annual customer confidence index survey. Assist the Commercial Management Team with Aged Debt recovery. Promote and encourage team working. This role will involve travel on detached duty to other Business Units and customer sites.

Person specification

The following criteria is required for this post:-

• Numerate and a competent user of IT systems, including MS Office applications.
• Excellent communication, interpersonal and influencing skills.
• Excellent organisational skills with the ability to co-ordinate several activities at once.
• Able to demonstrate leadership and team working skills.
• Self-motivated, willing to take responsibility for delivery of outcomes with minimum supervision and effectively work independently.
• Flexible and quick to adapt to a changing environment.
• Innovative, creative and committed to high quality standards.

Benefits

Alongside your salary of £30,853, DE&S Deca contributes £8,330 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, Experience and Technical skills.

At application you will need to provide a CV and personal statement of up to 500 words clearly evidencing against all essential criteria, as well as your overall suitability for the role. 

At interview you will need to provide specific competency examples against the following behaviours:

• Communicating and Influencing 
• Delivering at Pace
• Working Together

You will also be asked to display your ability to use Excel by undertaking a task based assessment.

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

Security

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.