About the job

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.

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

The DBS Document Management Team provides a single repository for the secure and sensitive handling of all MOD data. It is responsible for providing services to customers across Finance, Civilian & Military People Services.

• Scan over 22,000 documents from personal files, pay and HR forms onto the SHARE system;
• Printing, checking and dispatch of 22,000 revenue and Military Personnel debtor invoices a year and 42,000 remittance advices, customer letters and postal orders;
• Provides sensitive handling of all incoming post for Veterans UK which receives an average of 15,500 pieces of post each month from serving and Veteran personnel;
• The management and return of valuable documents such as Service documents, birth, marriage and death certificates, etc.;
• Dispatch Service Medical Records and Veterans UK files via Parcel force;
• Provide a reprographic service to Veterans UK completing over 12,000 requisitions per year for Veterans UK claims, appeals and subject access requests (SARs);
• Paper invoice scanning and archiving;
• Provide configuration documentation (e.g. BR100s, design documents, data dictionaries etc.);
• Develop user guides (e.g. step by step instructions, reporting catalogue/ user guides);
• Custodianship of project documentation for delivered projects.

The Document Controller Manager will Implement and administer enterprise-wide document management systems and related procedures that allow DBS to capture, store, retrieve, share, and destroy electronic records and documents.

Operational delivery of document management process:

People

a. Maintain effective relationships with internal and external stakeholders and colleagues to enable successful operational delivery.
b. Provide line management support for the staff members responsible for the day-to-day delivery of the DBS document management operations ensuring that all Service Level Agreements and metrics are delivered per contractual and operational commitments
c. Establishes and maintains clear/concise work standards and goals. Provides training and development, reviews work produced, completes performance evaluations, conducts employee counselling, and takes corrective action as necessary.
d. Lead on all aspect of people management within the document management operation.
i. Training and coaching skills are required in order to develop staff to meet organisational changes.
ii. Identify training required and engaging with other business areas, plan and implement training that will meet business needs.
iii. People Performance Management Processes e.g. monthly, bi-annual and annual appraisals
iv. Absence Management

Processes

a. Implements approved document/data management solutions with a primary focus on document control and records management. Administers data/document management applications.
b. Adheres to approved procedures and ensures that pre-established document control requirements (e.g., which document numbering system will be used; how many and which signatures will be required for certain approvals, etc.) are satisfactorily met.
c. Propose recommendations for improving content management system capabilities.
d. Document technical functions and specifications for new or proposed content management systems.
e. Manages the receipt, tracking, and monitoring of documents through the use of standard document management programs to register documents, maintain databases, and produces logs, transmittals, and other reports as required.
f. Work with other staff members as needed to develop and improve services. Responds to changing technology environment and participates in decision making activities relating to customers’ needs.
g. Provides assistance to users in capturing and locating electronic information.
h. Verifies retention requirements, arranges document cataloguing, packing, and long-term storage or disposal of appropriate documents at time of closeout. Manages scheduled destruction of archived documents according to company and/or Client guidelines; provides assistance with document retrieval.
i. Formally monitor and report upon all transformation changes to document control operations
j. Ensure best practice business processes are active and fully documented including workforce planning, performance management, root cause analysis and continuous improvement
k. Provide management information and performance reporting as required.
l. Manage the quality assurance of information and services delivered
m. Ensure that services meet customer and business requirements in line with Service Level Agreements and Key Performance Indicators.

Systems

a. Develop and manage the Service Catalogue, Business Continuity Plan and Risk Register.
b. Escalation and issue management and communication of system downtime to resolution working with DBS colleagues
c. Support initiatives to ensure technology is fit for purpose and aligns to Front Door strategic direction

Support delivery for DBS document control transformation project

• Provide support for DBS colleagues working on the DBS document control transformation project
• Implementation activity for a range of substantial document control change initiatives impacting organisation structure, infrastructure, processes and technology
• Support communications for both customers and staff
• Work with colleagues from other DBS Front Door customer service projects to ensure alignment between initiatives

Championing of customers

• Act as a customer advocate and champion.
• Implement an end-to-end program of customer satisfaction monitoring for the document control from initial research through to implementation and review of enhancements made as a result of any findings
• Provide SME expertise to DBS to ensure the service offering is in line with industry and shared service best practice
• Pro-actively input into business solutions from across DBS at the initial concept and design stages to ensure that the associated customer journey is customer focused

Person specification

Leadership - The ability to lead and empower a large team, maintaining delivery standards particularly through times of significant transformational change.

Relationship Management – Ability to balance competing stakeholder interests, evidence of having developed strong and sustainable business relationships with service users, and the ability to engage at all levels.

Metrics – Evidence of having derived meaningful business metrics and management information to inform process efficiency and to aid decision making.

Experience - A background in the Operational Delivery of multiple service lines, understanding the challenges and associated risks, and clearly demonstrating effective tactics and techniques for overcoming them.

Benefits

Alongside your salary of £35,290, Ministry of Defence contributes £9,528 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.

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 the following success profile elements:

Primary: Behaviour - Leadership

In this instance the remaining elements will be tested at interview.

At application stage you will be assessed against the following:

• Behaviour - Leadership
• Behaviour - Working Together
• Behaviour - Changing and Improving
• Behaviour - Communicating and Influencing
• Experience - CV

At interview stage you will be assessed against the following:

• Behaviour - Leadership
• Behaviour - Working Together
• Behaviour - Changing and Improving
• Behaviour - Communicating and Influencing

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:

• 1 - Behaviour - Leadership
• 2 - Behaviour - Changing and Improving
• 3 - Behaviour - Working Together
• 4 - Behaviour - Communicating and Influencing

If candidate scores are still exact, the merit order will then be determined on the sift score in the below order or priority:

• 1 - Experience - CV
• 2 - Behaviour - Leadership
• 3 - Behaviour - Working Together
• 4 - Behaviour - Changing and Improving
• 5 - Behaviour - Communicating and Influencing

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 on: 08/01/2024

Interviews are currently taking place via the following method: MS Teams (Preferred)

Interviews will be conducted week commencing: 15/01/2024

To assist with your application please find attached below: 

1.     DBS Candidate Information Guide -   Working for Defence Business Services - GOV.UK (www.gov.uk)

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-EnhancedRecruitmentTeam@mod.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. 

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

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.