Ministry of Defence

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Belfast

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 28.97%. 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. 

Come and join the DBS community today! 

https://youtu.be/gUw0ToaRGgk

Job description

The role of the EO (Welfare Manager (WM)) is a rewarding, dynamic and diverse one - delivering (as part of the VWS NI Team more widely) holistic welfare support to the veterans’ community in NI and the Republic of Ireland, as required. This includes understanding, advising and assisting clients with Armed Forces Compensation Schemes and War Pension Schemes, Bereavement, DWP Benefits, Benevolent Fund Applications, Medical Treatment Referrals, Respite and Remembrance activities and other associated Welfare matters - both over the phone and face to face. In addition, the EO (WM) engages in outreach and family group respite activities, attends veteran-focused meetings and engages with Statutory and Third Sector colleagues in support of clients.

Specific responsibilities include the following:

• Managing assigned case workloads & ensuring all work remains within the defined KPIs and targets:
• Ensuring all relevant information is captured prior to a client meeting or phone call
• Promoting VWS NI and actively developing networks & working relationships across VWS NI
• Referral of casework to both internal and external organisations - to be done by providing advice on AFPS and Compensation Schemes, DWP benefits and support available from both the Welfare Service and Third Party organisations
• Educating clients on available claims, allowances and entitlements
• Referring clients to internal and local Third Party support organisations: medical treatment referrals, Benevolent Fund Applications, Respite and Remembrance activity facilitation
• Being prepared to Line Manage Welfare Assistants in VWS NI locations, if required 
• Assisting clients with form filling over the phone or face to face, as appropriate
• Ensuring rapid resolution of client queries
• Responding to referrals from Third Parties and maintaining/enhancing ongoing relationships
• Attending client surgeries/home visits in line with protocols/guidance where required
• Coordinating and running Welfare Surgeries
• Attending Employment and Transition Fairs
• At an appropriate level, providing briefings to MoD/In-service colleagues
• Promoting and educating clients on expertise/information within the virtual welfare centre
• Organising and completing work - as allocated through the VWS NI Centre Manager - efficiently; ensuring optimal productivity and cost effectiveness 
• Accurately recording - including on VWCS - client conversations and/or meetings, case notes and outputs in a timely manner in in line with internal requirements/quality standards
• Seeking relevant clarification from appropriate resources (colleagues or guidance documentation) to provide clients with appropriate response or support in a timely manner
• Adhering to defined Welfare processes, ways of working and escalation routes in accordance with Defence Business Services Armed Forces and Veterans Services (DBS AFVS) One Service One Team One Way (OSOTOW) direction and guidance
• Escalating ‘red flag’ cases to Regional Welfare Manager (RWM) and Centre Manager where appropriate
• Raising concerns with the Centre Manager and RWM regarding workload management
• Acting as a Duty Manager on a rotational basis as required
• Conducting presentations to Third Party organisations, where required
• Proactively contributing to the delivery of a consistent, coherent Welfare Service throughout NI and RoI, in line with VWS NI Welfare Team colleagues across the wider UK
• Collaborating with team members & contributing to the Welfare knowledge base
• Supporting the provision of kin-forming duty to civilians
• Proactively engaging and contributing to VWS NI continuous improvement
• Supporting 28 day (PRU) review meetings, including the provision of advice to PROs, as required

Person specification

A full UK Driving License is required for this role in order to support outputs, including outreach activities, respite activities, specific meetings with Statutory and Third Sector colleagues, client visits, veteran related surgeries and roadshows.

A strong service delivery background alongside excellent communication skills (both oral and written) and competence and confidence in IT skills - including Microsoft Office Applications and using Shared Drives - is highly desirable.

Licences

A Full UK Driving License is required in order to carry out key tasks/outputs directly associated to the role

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Working Together
• Making Effective Decisions
• Seeing the Big Picture

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service
• Communicating and Influencing

Benefits

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.

• 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 addition 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 average employer contribution of 28.97%
• NI Stress and Strain Leave (5 days annually)

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. 

Northern Ireland

For jobs based in Northern Ireland, applications are welcome from all sectors of the community, but members from the Roman Catholic community are particularly welcomed, as this group is currently underrepresented in our workforce.

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 : Paul Burns
• Email : paul.burns125@mod.gov.uk

Recruitment team

• Email : DBS-EnhancedRecruitmentTeam@mod.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-EnhancedRecruitmentTeam@MOD.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/

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