Ministry of Defence

Contents

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

Centurion Building, Gosport, Hampshire

Kentigern House - Glasgow

Tomlinson House - Norcross, Blackpool

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. 

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! 

https://youtu.be/gUw0ToaRGgk

Job description

The Customer Experience Manager will be responsible for engaging, collating and analysing the voice of our end users, contributing to the main business aim to create a seamless customer experience for our serving personnel and veteran communities.

Primary Responsibilities

• Collate user feedback from customer feedback channels and analyse the data to highlight frictions in the customer journey as well as drivers of positive experience.
• Schedule and drive meetings with other areas of the business to discuss the insights gained from customer sentiment analysis, and provide recommendations to improve the customer experience.
• Develop customer journey maps to ensure that the department is able to understand the impact experience of our services on our end user.
• Compile customer engagement and complaint statistics into usable and accessible data to support better decision making.

Person specification

Skills and Experience 

• Ability to translate complex data into actionable recommendations to make informed, data driven choices.
• Strong problem solving and critical thinking skills
• Excellent communication and stakeholder management skills
• Exceptional interpersonal skills
• Strong MS Office skills, with experience working with MS Office, MS Outlook, MS Project Online, and Power BI applications.

Behaviours

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

• Communicating and Influencing
• Changing and Improving
• Seeing the Big Picture
• Managing a Quality Service
• Working Together

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

• Communicating and Influencing
• Changing and Improving

Benefits

Alongside your salary of £44,590, Ministry of Defence contributes £12,917 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%

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. 

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 : chantelle lord
• Email : chantelle.lord288@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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