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Civil Service Pension with an average employer contribution of 27%
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About the job
Job summary
The Rural Payments Agency (RPA) is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over £2 billion in payments to farmers, traders and landowners each year.
We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.
We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.
We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.
Our vision is to create a great place for people living in this country. We have developed a set of four strategic objectives covering our policy outcomes and corporate objectives. These objectives help us to deliver our ambitious vision to build our green and healthy future and provide a framework for all of the important work that we carry out.
Further information can be found on the Rural Payments Agency website www.rpa.gov.uk.
This post is for a team leader role within the Customer Service Centre (CSC), managing a team of people who operate the British Cattle Movement Service Welsh Language helpline.
It is anticipated that these roles will transfer to another organisation in 2025 (date to be confirmed). We expect these roles to be captured under the Transfer of Undertakings (Protection of Employment) Regulations 2006 (TUPE). The TUPE Regulations are part of UK law. They are designed to safeguard employees employment rights when the work that they do moves to a new employer.
Job description
You will be involved in many diverse and interesting tasks to support our customers for which you will receive training and be provided with continuous support.
This position is for a Customer Service Centre team leader to join the Rural Payments Agency based in our Caernarfon office, although the opportunity to work from home for part of the week will be available once initial training is completed.
This role will involve managing a team, dealing with customer enquiries on our telephone helplines and the provision of administrative support. You will need to follow set procedures and exercise some independent judgement in carrying out instructions.
We will provide training with all aspects of the role to be able to work in a Contact Centre environment, and so whether it is skills gained from professional experience or real life and academic experiences, we value a broad range of skills and backgrounds.
There may be scope to work on other areas throughout the Rural Payments Agency.
Person specification
- Provide a Welsh language telephone service for livestock farmers in Wales
- To set direction, manage and develop a team within the customer contact centre to achieve successful delivery of business performance
- Take responsibility for monitoring individuals and team progress by providing regular feedback and support on all customer contact
- To monitor customer service levels and quality levels to meet Key Performance Indicators (KPIs)
- Communicate effectively with the team and the wider team to understand and explain current priorities
- Proactively encourage a team environment that promotes continual development, sharing of best practice and collaboration to build the capability of all within the team
- Demonstrate flexibility and contribute effectively to ensure that all customer contact targets are achieved
Essential Skills
- The ability to communicate through the medium of Welsh
- Commitment to excellent customer service
- Have excellent communication skills both verbally and written
- Have excellent organisational skills with the ability to work at pace
- Have the ability to follow processes
- Use of basic Microsoft packages including Outlook, Word, Excel
Languages
Behaviours
We’ll assess you against these behaviours during the selection process:
We only ask for evidence of these behaviours on your application form:
Benefits
£6,997 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
Application Process
As part of the application process you will be asked to complete a CV, personal statement and 1 behaviour statement.
For the personal statement, (in no more than 500 words), candidates should demonstrate how they meet the essential skills and experience listed in the advert.
Further details around what this will entail are listed on the application form.
Sift
Should a large number of applications be received, an initial sift may be conducted using the Personal Statement. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
Sift and interview dates are detailed in the candidate pack.
Interview
If successful at application stage, you will be invited to interview where you will be assessed on Behaviours and Strengths.
A presentation or additional exercise may also be assessed.
Interviews to be held via Microsoft Teams.
Location
Please be aware that this role(s) will be contractually based in a Defra group workplace/office. The successful candidate is required to carry out all their duties from a UK location, and cannot do so from an overseas location at any time.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
Salary
New entrants are expected to start on the minimum of the pay band.
Visa Sponsorship Statement
Please take note that Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Reasonable Adjustment
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via defrarecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
- Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional
Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Criminal Record Check
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 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.
Internal Fraud Database Check
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 applicants 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.
Childcare Vouchers
Any move to Defra from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
Apply and further information
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Contact point for applicants
Job contact :
- Name : RPA Recruitment Team
- Email : hrresourcingsupport@defra.gov.uk
Recruitment team
- Email : DefraRecruitment.grs@cabinetoffice.gov.uk
Further information
Government Recruitment Services via email: defrarecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here to visit Civil Service Commission.
