Quality Service Manager - Flexible Working Available
We welcome applications from all communities and we don’t discriminate against any identity. We’re interested to hear from you, regardless of your background.
Reporting to: Certification Manager
Do you have excellent communication skills with ability to maintain strong stakeholder relationships?
Does working in a varied, fast-paced, rewarding role interest you?
If so, we have a fantastic opportunity to join our team here at the Maritime Coastguard Agency (MCA), and we would love to hear from you!
This is a customer facing management role in the Seafarer Training and Certification Branch within the Directorate of Maritime Safety and Standards. You will be responsible for managing a team of certification officers within the branch and ensuring that Certificates of Equivalent Competency (CECs) and other documents issued to seafarers and shipping companies comply with the relevant legislative requirements and are issued accurately within the time frame of our service level agreement.
Roles Responsibilities include (but not limited to):
• Managing an individual portfolio of between 80 and 100 company crew managers, taking a proactive approach to customer service by establishing contact with crew managers and building and maintaining successful stakeholder relationships.
• Act as a point of contact for companies applying for safe manning documents, providing advice and guidance in a professional manner, building relationships and promoting the image of the branch and the MCA.
• Work with the Customer Account managers (CAMs) in the UK Ship Register team and providing support and advice to (CAMs) and MCA marine surveyors working as Customer Service Managers.
• Undertake the people management responsibilities for the Certification Officers in the team in accordance with branch and MCA deadlines, the staff handbook and supporting guidance as set out on the HR guidance.
• Take an active part in management across the branch by working with other team leaders, your line manager and other managers to make best use of resources. Attend and provide positive input at the Branch Management in Weekly Strategy meetings.
Please refer to the attached Role Profile for an in-depth view of the post
You will be highly organised, prioritising work for yourself and others to ensure agreed deadlines are met. You will need to react positively and adjust to changing demands and priorities, effectively managing several different objectives at the same time.
You expertly communicate at all levels with internal/external customers and stakeholders, both verbally and in written format. You engage effectively to build trusted relationships, demonstrating a high degree of professionalism.
You will be a confident leader with ability to support, mentor and develop your team. You will also bring a good knowledge and understanding of Microsoft Office applications.
The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.
Safer lives, Safer ships, Cleaner seas.
Our vision is to be the best maritime safety organisation in the world.
Find out what it's like to work at the Maritime and Coastguard Agency
We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department.
You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future.
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Making Effective Decisions
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.
Things you need to know Security
Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.
Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.
The sift is due to take place from 30th September 2020.
Interviews/assessments are likely to be held w/c 12th October 2020.
In your CV/Personal Statement, please evidence your experience of the following:
• Managing multiple workloads and ability to prioritise
• Leadership skills
• Experience of being in a customer facing role
This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.The selection process will be designed specifically for the role. As a result, your assessment could include:
• an interview with one or more exercises
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. For further information on Success Profiles please click here
Your interview may consist of a range of question types. These may include questions about:
• what energises and motivates you
• how you would manage situations relevant to the role
• your previous experience
• your professional skills and knowledge
You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.
We have adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.
We may hold a reserve list for up to twelve months. During this time, if a similar role is identified and you have been placed on the reserve list you may be considered for the post. Within the reserve list period, your application form and selection information may be shared across the department and its agencies.
Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services’.
Please see attached candidate notes for further information about our recruitment process.
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.
We welcome applications from every part of the community and we don’t discriminate against any gender identity. We’re especially interested to hear from underrepresented groups in the DfT such as gender diverse, BAME, LGBT+ and disabled candidates.
If successful and transferring from another Government Department a criminal record check may be carried out.
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.
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.
New entrants are expected to join on the minimum of the pay band.
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 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.
Any move to the Department For Transport will mean you will no longer be able to carry on claiming childcare vouchers.
You will however have access to the governments Tax Free Childcare scheme.
Feedback will only be provided if you attend an interview or assessment.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.