Customer Service Improvement Team Member Newcastle upon Tyne, England
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Location
About the job
Benefits
Things you need to know
Apply and further information
Location
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.
Job description
Support journey mapping to understanding who our customers are, what they need and how they access our services.
Have organisational skills and strong attention to detail to support work plans.
Building and maintaining stakeholder relationships and support the production of regular reporting.
Engaging with stakeholders to ensure and track that the insight gathered is supporting customer delivery.
Support the identifications and driving forward of innovative approaches and ideas to understand customer experience, ensuring that changes and improvements are driven from a customer perspective.
Analysing insight gathered and use this to make recommendations that supports and enable continuous improvement.
Line management may be required; this may involve remote management of people across various teams or regions.
Person specification
Lead others through change.
Deliver excellent customer service, based on insight.
Have excellent organisational skills with the ability to work at pace.
Manage work, monitoring and tracking progress.
Provide Insight analysis to support evidence based continuous improvement.
Good written and verbal communication skills and the ability to influence, persuade and land recommendations effectively.
A genuine interest in working in the field of insight and curiosity to question and explore the data available to improve the customer experience.
Promote a culture where continuous improvement can develop, encouraging opportunities for all.
Use of basic Microsoft packages including Outlook, Word, Excel and PowerPoint.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Communicating and Influencing
- Delivering at Pace
We only ask for evidence of these behaviours on your application form:
- Changing and Improving
Benefits
- 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 500-word personal statement and 1 behaviour statement.
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. Interviews will be conducted virtually via MS Teams.
Interview
If successful at application stage, you will be invited to interview where you will be assessed on Behaviours, Experience and Strengths.
Location
Please be aware that this role(s) will be contractually based in a RPA 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.
Candidate Pack
Please see the candidate pack attached to this advert.
Merit Lists
Where more than one location is advertised, candidates will be posted in merit order by location. You will be asked to state your location preference on your application.
Salary
New entrants to the Civil Service are expected to start on the minimum of the pay band. The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest.
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.
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.
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 [email protected] as soon as possible to discuss your needs. Please note that it may take up to 48hours for GRS to respond to your request, so please contact them more than 48 hours before the closing date.
- 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 you’re deaf, a Language Service Professional.
Criminal Record Check
If successful and transferring from another Government Department, a criminal record check maybe 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 circumstance 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 [email protected] 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 applicant’s 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
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
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
Contact point for applicants
Job contact :
Recruitment team
Further information
Government Recruitment Services via email: [email protected]
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.
