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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.
Job description
This post is for a Higher Executive Officer within the Customer Service Centre (CSC) Network Management Team, undertaking a diverse range of functions supporting the delivery of schemes and customer support offered by RPA.
The Network Management Team Manager leads Team Leaders providing overarching support to the RPA’s Customer Service Centre (CSC). They are responsible for planning, allocating & monitoring resources to meet customer contact demands across multiple channels. This role requires attention to detail & working at pace to ensure optimum Customer Service levels are maintained. This role will also include working on CSC Initiatives and Modernisation with the Network Management Team Senior Lead.
The successful applicant will need to be adaptable to changing priorities, with the ability to quickly react, re-plan and effectively support delivery of any activity within the CSC, working collaboratively with managers, peers across all areas of the business to escalate and mitigate risks that impact on performance.
We intend to hold a reserve list for 12 months and we will recruit into future roles from this reserve list.
Person specification
Description of role:
- Provide effective workforce management for the CSC. Actively and consistently managing performance and attendance using departmental guidance and specialist systems.
- Provide support and coaching to colleagues ensuring that real time adherence to schedules is maintained.
- Actively manage and monitor real time adherence using workforce management and telephony systems, ensure all required support is logged on, monitor agent activity and approach team leaders/individuals as necessary to ensure service levels are met, reallocating resources as appropriate to assist other areas of the business.
- To generate and maintain regular forecasts including any amendments to call volumes due to campaigns and planned activities.
- To oversee the generation of weekly schedules for CSC agents. Manage resource requirements, highlighting any shortfalls to managers.
- To oversee the management of the CSC Leave Requests mailbox, ensuring a 12-month rolling period is released as per set levels agreed by Senior Management.
- Ensure that the accuracy of the workforce management system is maintained ensuring any amendments or changes are updated e.g changes to the Queue’s, Service Levels etc.
- Prioritise and manage daily workloads to ensure any additional tasks from CSC managers are actioned accordingly, confirming realistic timescales.
- Proactively support achievement of challenging Key Performance Indicators (KPIs) as well as coach and develop colleagues in using workforce management tools.
- Produce detailed statistical reports and analysis relating to call volumes, call types, resources etc. highlighting trends and providing early identification of risks and issues which may impact performance or delivery to targets. Also produce forecasts and volumetric on all call lines then regularly review predictions in line with actual performance.
- Generate various MI in conjunction with Workforce Management systems to effectively monitor performance whilst continually looking to maximise efficiencies in costs, processes etc.
- Build relationships and networks across the business to promote flexible working and support wider Agency objectives.
- Complete analysis and produce relevant statistical data for any ad-hoc enquiries on CSC data.
- Manage the accurate recording of exceptions to performance to ensure that accountable for issues occurring that impact service levels and providing updates to senior management.
- Responsibility for line management of at least 7 Team Leaders.
Essential Skills and Experience;
- Be able to organise your workload, prioritise actions and divide your time effectively.
- Have the flexibility to move from one task to another, often with little notice.
- Have strong written skills and attention to detail.
- Possess excellent analytical skills, able to make informed decisions and problem solve.
- Be flexible with a can-do attitude to take on ad-hoc tasks to meet operational demands.
- Be confident with the use of basic Microsoft packages including Outlook, Word, Excel
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Managing a Quality Service
- Delivering at Pace
We only ask for evidence of these behaviours on your application form:
- Making Effective Decisions
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension
Office attendance
Successful candidates are expected to work from one of the office locations listed in this advert. Our current office attendance approach requires 60% attendance in Defra group workplaces or off site meetings with partners and customers. This balance provides thriving workplaces to connect with colleagues, as required by their role and business team needs balanced with personal flexibility and choice.
Things you need to know
Selection process details
Online tests
After submission of the first stage of your application, you will be invited to complete a Civil Service Numerical Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests and application is 23:55 on 5th February 2024. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
Do not leave completing the tests until the last minute in case you experience any access or technical issues. There may not be technical support available after business hours and after 2pm on the closing date of 5th February 2024..
While the tests should work on most operating systems and modern browsers with a good internet connection, we cannot guarantee that every combination will work. At the beginning, the test will check which browser you are using, and alert you if it is likely to be incompatible.
It is highly recommended that you complete the online tests on a desktop computer, not a mobile phone or tablet.
Please note that online tests associated with this vacancy are not subject to time limits. Click https://www.gov.uk/guidance/reasonable-adjustments-for-online-tests-a-candidate-guide for test guidance
Application Process
As part of the application process you will be asked to complete a CV, 750-word personal statement and one 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.
The interview will be conducted virtually.
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.
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 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 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 you’re 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.
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 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
Candidate Pack
Please see candidate pack attached to this advert.
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: 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.
