About the job Summary

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.

Are you passionate about leading people?

Can you lead others and motivate them to reach their full potential?

Do you have an engaging and positive manner?

If you take pride in your work and can provide enthusiastic and engaging leadership we encourage you to apply!

Job description

This is a customer facing role within the Seafarer Training and Certification (STC) Branch. We aim to deliver a high level of customer service by ensuring that certificates issued to seafarers and in respect of vessels comply with the relevant legislative requirements and are issued accurately within the time frame of our service level agreements.

You will be responsible for managing the section. Overseeing the processing of applications from seafarers for marine examinations leading to Certificates of Competency and other Certificates. You will play a pivotal role in ensuring your team delivers against agreed outcomes, supporting the Agency to continue to achieve excellence in customer service.
 

Responsibilities

Your responsibilities will include, but are not limited to:

• Monitoring and developing customer service skills of all team members. Adopting and promoting customer service initiatives within your team and the wider branch
• Management of teams daily workflow, ensuring Service Standards and Quality Standards are met
• Monitoring individual output against targets to ensure productivity throughout the team
• Taking 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. Attending and providing positive input at the Branch Management and Weekly Strategy Meetings

For further information, please see the attached Role Profile.

About you

As a passionate and confident leader, you will have a proven track record of success in a people management role and will have the ability to make decisions. You will be a highly resilient individual with the ability to coach and mentor your team to achieve performance and quality objectives to ensure both customer and business needs are met. You will be passionate about supporting and developing your team to achieve their goals.

You will have a proven track record of providing high quality service and you love to go the extra mile to ensure you give the best service to your customers. You will lead from the front and will inspire your team to provide a first-class service.

You will be highly adaptable and flexible, adjusting to the requirements of the role and will have the willingness to support other work streams when necessary.

You are someone who has good oral and written communication skills and loves to work closely with others with an engaging and positive manner, expressing yourself confidently and concisely.

You will have proven IT skills especially with Microsoft Office software, including Word and Excel.

About Operational Delivery Profession (ODP)

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.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Managing a Quality Service
• Changing and Improving

Benefits

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.