Defence Business Services (DBS) HR Casework Team Leader / Senior HR Casework Leader

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 27%. 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. 

Come and join the DBS community today! 

Job description

Our Teams of HR Caseworkers provide specialist HR advice to support Employees, Line Managers, and other responsible managers across on a full range of issues in accordance with HR policies and guidance.

The ACS Team is a fast paced, busy and demand lead environment. You will need to be resilient, motivated and have excellent, Management, Customer Service and Technical skills. You will predominantly be supporting stakeholders through digital channels, therefore the ability to build rapport and trust quickly is essential.

You will be responsible for leading a team of professional caseworkers providing full line manager support, including coaching, technical input, and assurance. You will provide expert knowledge of the Department’s HR policies and procedures and their practical application, to include but not limited to:

• Conduct and Discipline
• Grievance
• Bullying, Harassment, Discrimination and Victimisation
• Performance
• Employment Tribunals.
• Attendance Management

You will be responsible for the management of personal complex cases. You will contribute to the collection and interpretation of information and data. You will actively engage in continuous improvement and change activities.

Within this role, regular business travel including some overnight stays is a requirement for any successful incumbent.

DBS supports Flexible Working, and hybrid working is adopted within the service. The weekly departmental office attendance standard is 60% in office and 40% homeworking. During initial training periods this may be increased slightly.

Person specification

Your duties will include:

• Leading a team of operational staff and supporting them in delivering the agreed customer experience and performance standards.
• Deliver critical and highly complex case work; and act as first port of call for case advice to staff within the team. Areas of advice will include:
• Attendance Management/Occupational Health
• Conduct & Discipline
• Grievance and complaints, including Bullying, Harassment, Discrimination and Victimisation cases.
• Redundancy case management
• Workplace adjustments
• Performance and Capability
• Employment Tribunal

Managing the team to build organisational capability and resilience.

• Delivering a culture of continuous development through a programme of structured learning, upskilling and knowledge management.
• Fulfil information and data capture requirements by ensuring that all processes are followed accurately and consistently.
• Deliver improvement and learning through identifying and documenting issues with the application and compliance of corporate policy/procedures and internal processes.
• Interpret internal MI; manage Team volumes, ensure consistent application of a quality service & early case resolution to ensure performance against agreed service levels.
• Active involvement in the identification and review of business improvements and implementation of change.
• Collaborate with other members of the senior team to ensure that all elements of the end-to-end design continue to deliver the overall team objectives.
• Manage governance of customer activity through escalation process and active discussions with stakeholder representatives.
• Work collaboratively with customers; interpret and discuss external MI reaching bespoke solutions to individual customer requirement where appropriate.
• Provide a bespoke service where appropriate, to meet stakeholder requirement through collaborative working with other Team Leaders and Operations Manager.
• Facilitate workplace dispute/meditations.

Essential Criteria

• CIPD Membership and a Minimum of Level 5 Qualification or to be achieved within 2 years of taking up the post.
• An understanding of employment law.
• Coaching skills.
• Confidence to challenge

Desirable Criteria

• An experienced HR professional with casework experience.
• Experience within employee support or wellbeing.
• Line management experience.

Benefits

Alongside your salary of £43,080, Ministry of Defence contributes £11,631 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 King’s birthday
• Hybrid working where role permits
• An opportunity to be considered for Reward & 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