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Civil Service Pension with an average employer contribution of 27%
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Loan
Secondment
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Operational Delivery
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About the job
Job summary
If you like being at the heart of things, working on some of the most important issues effecting people across the UK, then working in the National Supply Disruption Response (NSDR) is the right place for you. Our team acts as a single point of contact when a provider, supplier or research body has exhausted all other options available to them to maintain supply of medical products. We are a UK-wide service working closely with the NHS and national governments of Scotland, Wales, Northern Ireland and the Crown Dependencies.
Job description
The Call Handler role sits within the NSDRs Complex Case Investigation and Management (CCIM) team, which is a customer-facing operational team. The team manages a 0800 national supply incident helpline and responds to notifications of medical product shortages from product suppliers, NHS Trusts, social care providers and other health and care partners from across the UK. Working with other UK delivery partners, the team actively logs, investigates, and resolves supply disruptions, including arranging emergency freight solutions via the NSDRs Freight Desk.
The Call Handler will play a key role supporting the work of the NSDR in managing medical supply disruptions. This customer-facing role requires the ability to provide an effective and professional approach to handling incoming customer queries. The successful candidate will provide an accessible and inclusive service to customers, providing clear signposting, guidance and information to resolve their queries. The role will also include processing information on our central systems accurately and efficiently.
Person specification
The post holder will:
- Be the first point of contact for originators, provide an exceptional level of customer service, have the ability to quickly establish the nature of the query, assemble key facts and identify the correct response pathway.
- Ensure accurate and sustained record management; within the case management system, shared outlook inbox and team exchange file-sharing site.
- Be responsible for monitoring the shared mailbox and liaising with team members to provide prompt responses to emails related to a wide range of NSDR cases.
- Work with internal and external stakeholders and NSDR colleagues to ensure information flows to support successful case resolution.
- Provide administrative support across the team; from arranging and attending meetings, note taking, recording and monitoring actions, inbox management and daily reporting.
Key Skills and Experience
Essential
The successful candidate will be/have;
- Able to work at pace with excellent organisational skills; a good multi-tasker that can prioritise effectively to manage workload in demanding situations.
- Strong administrative skills and experience, problem solving ability, and a high level of accuracy when completing actions.
- Good team player with the ability to build and maintain effective relationships with key stakeholders and team members.
- Effective written and verbal communication skills.
- Proficient in Microsoft Word, PowerPoint, Excel, Outlook and Teams (with additional training available to further knowledge of these programmes).
Desirable experience:
- Office administration roles.
- Call centre roles.
- Project support officer.
Behaviours
We’ll assess you against these behaviours during the selection process:
Benefits
£6,801 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
Sift date: expected W/C 25/09/2023
Interview date: expected W/C 09/10/2023
Interview location: By Video
The available interview slots will be released with the sift scores.
As part of the application process you will be asked to complete a CV and evidence of the specified behaviours (250 words max per statement).
Further details around what this will entail are listed on the application form.
Please use your CV to set out your career history, highlighting specific responsibilities and achievements that are relevant for this role. These can be found in the key skills and experience required for the role section of the advert.
An initial sift based on the Lead Behaviour, Making Effective Decisions and the CV, may be held if a large number of applications are received. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
At interview candidates will be assessed on Behaviours and Strengths.
To find out more about working in the department please visit our page on the Civil Service Careers Website here and to find out more information on how to apply visit the Civil Service Careers Website here
Further Information
Applicants who are appointable but were not successful in appointment to this vacancy, may be held on a reserve list for up to 12 months, and contacted if similar vacancies become available.
Please be aware that some travel may be required across the DHSC estate.
Please note that applicants will require BPSS clearance.
Any move to DHSC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via dhscrecruitment.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.
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.
New entrants are expected to join on the minimum of the pay band.
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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.
Terms and Conditions
Candidates should note that DHSCs Terms and Conditions of employment changed from 1 October 2013. It is the candidates responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful.
New Entrants to the Civil Service
New entrants appointed in grades AA to G6 will receive DHSCs modernised terms and conditions:
- Annual Leave: 25 days on entry rising by one day for each completed year of service to a maximum of 30 days and pro-rata for part-time staff
- Privilege Leave: 1 day – for the Kings birthday
- Hours of Work: 37 hours (net) per week for full time staff in all geographical locations, including London and pro rata for part-time staff
- Occupational Sick Pay (OSP): one month full pay/one month half pay on entry, rising by one month for each completed year of service to a maximum of five months full pay and five months half pay
- Mobility: Mobility clause in contracts allow staff to be mobile across the Civil Service
- Probation: 6 month probation period
Existing Civil Service staff transferring from another Government department, on either level transfer or promotion
All staff moving to DHSC will transfer onto DHSCs modernised terms and conditions (as outlined above).
Existing DHSC staff, appointed on either level transfer or promotion
If DHSCs modernised terms and conditions are already held, the employee will retain those terms and conditions. If DHSCs pre-modernised terms and conditions are held, the employee will transfer onto DHSCs modernised terms and conditions (as outlined above).
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 : Mary McDonagh
- Email : mary.mcdonagh@dhsc.gov.uk
Recruitment team
- Email : dhscrecruitment.grs@cabinetoffice.gov.uk
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: https://civilservicecommission.independent.gov.uk/contact-us/
