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Digital
Operational Delivery
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About the job
Benefits
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About the job
Job summary
The Individual Electoral Registration Digital Service (IER DS) is one of the Government’s key digital services, whose primary objective is to deliver excellent services to citizens and local authority partners. The Individual Electoral Registration Digital Service (IER DS) enables citizens to register to vote online and provides the digital interface to enable the safe and secure processing of new applications. This position requires close collaboration with a range of delivery partners and suppliers, including the Chief Digital and Information Office, the Electoral Commission and Local Authorities. The Register to Vote website continues to grow to meet the requirements of new legislation and improving the citizens user experience. The IER DS is one of the Government’s key digital services – categorised as Critical National Infrastructure - whose primary objective is to deliver excellent services to citizens and local authority partners.
The programme is also delivering the measures included in the Elections Act, which received Royal Assent in April 2022 and includes a substantial programme of secondary legislation, the introduction of new digital services and significant changes to the existing Register to Vote digital service, and funding and change support for the electoral services teams in local authorities who are responsible for the day to day delivery of elections and electoral registration.
We are looking for an organised, adaptable and motivated individual with good customer service skills and good technical understanding to ensure that the new and also existing elements of the IER Digital meets the needs of citizens and local authorities.
This is a rare opportunity to contribute to one of the government’s key digital services, and deliver excellent service to electors and local authority partners.
As an Operational Service Support Officer, you’ll support the day-to-day running of the services and work with the team to ensure the service meets user needs, is efficient and sustainable, and supports Ministers’ priorities for change.
Job description
You will be responsible for:
- Supporting the day-to-day running of the new Voter ID and Online Absent Vote components of the IER Digital Service including operational, technical and website support.
- Ensuring elector and local authority enquiries and other correspondence relevant to the IER Digital Service are responded to in a timely manner.
- Working with the team to identify and deliver enhancements to the service.
- deputising for the Operational Senior Service Support Officer when required.
- Ensuring appropriate operational documentation is in place and regularly reviewed.
- Ensuring the accurate and timely production of data for the IER Digital Service for relevant colleagues and partners as required.
- Taking ownership of customer issues, seeing problems through to resolution, and demonstrate understanding and empathy to customers.
- Keeping Stakeholders accurately and promptly informed about any service disruptions, updates and events.
- Prioritising and managing multiple incidents and issues at one time.
- Providing support to IER Operational Senior Service Support Officer for resolution of service incidents on any of the IER services, including Register to Vote, Canvass Data Match, Voter Authority Certificate. Online Absent Vote Applications or Choose My PCC
Person specification
We’re looking for people with strong interpersonal skills who enjoy working in a demanding, high profile agile environment. We’re looking for people who are passionate about agile working, who care about technology and who know how to deliver high quality services. We want people who believe that how you work is as important as what you deliver.
We are interested in people who have:
- an interest in understanding what makes teams high performing
- the ability to build strong relationships with a wide base of stakeholders, such as Local Authorities and suppliers.
- the ability to identify service improvements and opportunities to make processes simpler and more efficient
- the ability to analyse and draw conclusions from data
- good written and verbal skills and a strong customer service ethos
- the ability to work independently, managing and prioritising tasks effectively
- strong planning and organisation skills
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
We are for everyone
At DLUHC we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We promote equality of opportunity in all aspects of employment and a working environment free from discrimination, harassment, bullying and victimisation.
We would strongly recommend that applicants get in touch with the vacancy manager to find out more information about this role.
We are for everyone
DLUHC want to bring in a diverse workforce at all levels.
Our application system is designed to remove as much bias as possible from the recruitment system – this means that a hiring manager does not know your name, your details, see your whole application in one go (or have your CV at review stage unless stated otherwise).
Your answers are randomised and chunked up. This means that each assessor views sets of responses to questions for example all candidates’ responses to ‘Seeing the Big Picture’ rather than seeing a candidate’s full application. The science behind this is that recruitment can be subject to ordering and fatigue effects and we want to reduce this as much as possible.
Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.
When writing your application, remember:
- The assessor won’t be reading your answers sequentially.
- Do not assume that the same assessors will have read all of your answers.
- If talking about something in your first answer, make sure that you write the second answer as if you had not written the first (and so on!)
At sift, we will be assessing
Behaviour 1 (lead behaviour) : Delivering at Pace
Behaviour 2 : Managing a Quality Service
Behaviour 3 : Working Together
Behaviour 4: Communicating and Influencing
There is a 250 word limit per question.
In the event that we receive a large number of applications, we may conduct an initial sift using the lead behaviour listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview
The interview will be of a blended nature consisting of behaviour and strength based questions as listed in the advert. The strength based questions will require natural responses from the candidates.
In full the campaign will test the below Success Profile Elements:
Behaviours: Delivering at Pace, Managing a Quality Service, Working Together, Communicating and Influencing
Strengths: Yes
We do not consider direct CV applications to our Recruitment mailbox – you must apply for this role via the application link on Civil Service Jobs
Please note that near miss offers may be made at the lower grade to candidates who do not meet the grade criteria for this campaign.
EO salary
- The salary for this role is £28,412 (London) £25,324 (National).
- For existing civil servants, the usual policy on level transfer and promotion will apply and is non-negotiable.
BENEFITS:
Transfers across the Civil Service on or after 4 October 2018:
Any move to DLUHC 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
For further information about the benefits available to DLUHC employees, please see the attached Candidate Pack.
GEOGRAPHICAL LOCATION:
- Leeds
- Wolverhampton
- Cardiff
- Nottingham
- Cambridge
- London
There may be opportunities for candidates to work flexibly depending on the business needs. This will be discussed with the vacancy manager on a case-by-case basis if you are successful for the role.
SIFT AND INTERVIEW DATES:
Sifting is envisaged to commence 22/05/23 with interview dates to be confirmed. All interviews are currently being held remotely via videocall.
RESERVE LIST:
In the event that we identify more appointable candidates than we currently have posts available, we will hold applicant details on a reserve list for a period of 6 months from which further appointments can be made. This may include roles at a lower grade. Candidates placed on a reserve list will be informed of this. Due to the length of time CTC checks can take, our HR Shared Services team will contact reserve list candidates for London based roles to commence CTC checks. Those candidates who do not wish to remain on the reserve list should contact [email protected] to be removed from the reserve list.
SC (Security Check)
Important note Successful candidates for roles based in our 2 Marsham Street building must meet the security requirements before they can be appointed. The level of security needed is Security Check and the process can take up to 8 weeks to complete.
Please note that successful candidates will need to pass the Security Check – this requires you to have been resident in the UK for the past 5 years. Please refer to the DLUHC Notes on Security Clearance section of our Candidate Pack for further information on Security Check (SC).
Candidates should also note that with effect from 1st August 2018 the department will also check all applicants who are successful at interview, against the Internal Fraud Database (IFD) held by the Cabinet Office. In accordance with the Civil Service Internal Fraud Policy, any applicant who is included on the IFD will be refused employment by DLUHC. Please see the Candidate Pack for further information on the Internal Fraud Database.
Before starting your application it’s very important to make sure that you are eligible to apply and meet the Civil Service nationality requirements. All candidates are expected to read the information provided in the DLUHC candidate pack regarding nationality requirements and rules
Candidate Pack Information
Please see attached Candidate pack for further information.
Internal Fraud Database
The Internal Fraud function of the Fraud, Error, Debt and Grants Function at the Cabinet Office processes details of civil servants who have been dismissed for committing internal fraud, or who would have been dismissed had they not resigned. The Cabinet Office receives the details from participating government organisations of civil servants who have been dismissed, or who would have been dismissed had they not resigned, for internal fraud. In instances such as this, civil servants are then banned for 5 years from further employment in the civil service. The Cabinet Office then processes this data and discloses a limited dataset back to DLUHC as a participating government organisations. DLUHC then carry out the pre employment checks so as to detect instances where known fraudsters are attempting to reapply for roles in the civil service. In this way, the policy is ensured and the repetition of internal fraud is prevented.
For more information please see- Internal Fraud Register
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
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