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Operations Manager - Flexible Working Available

Employer
Maritime and Coastguard Agency
Location
Cardiff, Cardiff (Caerdydd)
Salary
From £29,832 per annum - £32,367 per annum
Closing date
1 Aug 2019

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Job Details

Location

Cardiff, Wales, CF24 5JW

About the job Job description

Are you confident in leading and developing others? 

Do you have experience of managing a customer-focused environment? 

If so, we would love to hear from you. 

As Operations Manager you will report to the Head of Registry of Shipping and Seamen. You will be responsible for the management of front line customer service and support teams. We want you to monitor performance to ensure customer needs are met. You will also be managing flexible deployment of staff to cover customer demand and implementing initiatives to support Maritime and Coastguard Agency (MCA) corporate objectives and staff development. 

The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping and Seaman in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation 

Role Responsibilities 

  • direct Line Management of 3 Team Leaders (EO's) and overall management of 14 staff (AO's) 
  • work as part of a management team 
  • manage department resources to meet demand, identify trends and manage recruitment campaigns to support department compliment 
  • monitor the Call Centre system and pro-actively manage resource to achieve the maximum level of customer service 
  • manage and collate productivity statistics and work with the team leaders to put in place action plans 
  • provide policy and procedural advice to internal and external representatives as written in the Merchant Shipping Act 1995 
  • manage Customer Service Survey returns and respond to action plans 
  • prepare and deliver month end reports for internal/external stakeholders 
  • create a motivated working environment by owning and working on actions from the Staff Survey results 
  • manage the Performance Management Review (PMR) process ensuring the PMR's are completed on time and review dates are met 
  • report all Health and Safety issues and manage risks to ensure safety & security standards are being met 
  • understand the wider objectives of the directorate, liaise with other departments and engage your teams in corporate and departmental communications and initiatives 


For a more detailed insight into this role please refer to the role profile attached to this advert. 

About you 

We would love a confident individual to join us who can deliver the right messages to the business in a professional and clear way. You are able to communicate confidently with others and have a positive attitude towards solving problems. You are confident at expressing yourself and can do so in a clear and appropriate manner. 

Can you encourage others to work towards a common goal? We are looking for you to bring strong leadership skills to coach and mentor your team and drive them to the next level. You are confident in managing and overseeing a team whilst driving them towards business objectives. You are a fantastic motivator and can encourage others to achieve targets. 

We need you to have the passion to develop others. If you are a passionate and dedicated leader eager to take up the challenge of further developing our people and our strong customer service ethos, this is the job for you. We will look for you to coach, lead and develop your teams to achieve whilst building open, fair and engaging team environments. We encourage those with a desire for developing and mentoring people to apply. 

About us 

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. 

DfT has been recognised for its leadership on workplace gender equality by being included in The Times Top 50 Employers for Women 2017. 

DfT’s inclusion is recognition of our commitment to make the Department a great place to work through our culture of equality and inclusivity and the great strides we’ve made to raise the number of women in senior positions. 

Behaviours

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

  • Leadership
  • Changing and Improving
  • Developing Self and Others
  • Managing a Quality Service

Technical skills

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

  • Policy Professional Framework - Knowledge of Policy Making in your Policy Area - Level 2

Benefits Pensions

Civil Service pension schemes may be available for successful candidates.

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.

Things you need to know Security

Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths, Experience and Technical skills.

Your Personal Statement must evidence the following: 

• An excellent and proven track record in providing high quality customer service. 
• Experience of competently managing a team and providing leadership and direction. 

The selection process will be designed specifically for the role. As a result, your assessment could include: 

• an interview 
• an interview with one or more exercises 
• a full day of activities including interactive, written and timed 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. 

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Eligibility
Candidates in their probationary period are eligible to apply for vacancies within this department. 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 equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information Contact point for applicants

For further information about this vacancy please contact [email protected] or [email protected]

Sift/interview dates and location

The sift is due to take place week commencing 05/08/2019. 

Interviews/assessments are likely to be held week commencing 26/08/2019. 

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. 

If successful and transferring from another Government Department a security check may be carried out. 

Further information

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 merit list for up to twelve months. During this time, if a similar role is identified and you have been placed on the merit list you may be considered for the post. Within the merit list period, your application form and selection information may be shared across the department and its agencies. 

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 [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 

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. 

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact 

Government Recruitment Services via email: [email protected] 

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 

Childcare Voucher 

Any move to the Department for Transport (DfT) will mean you will no longer be able to carry on claiming childcare vouchers. 

Company

The Maritime and Coastguard Agency (MCA) is an executive agency of the United Kingdom working to prevent the loss of lives at sea and is responsible for implementing British and international maritime law and safety policy. It is also responsible for land based search and rescue helicopter operations from 2015.

Its responsibilities include coordinating search and rescue (SAR) on the coastline and at sea through His Majesty's Coastguard (HMCG), ensuring that ships meet international and UK safety standards, monitoring and preventing coastal water pollution and testing and issuing Merchant Navy Certificates of Competency (licences) for ships' officers and crew to STCW requirements The organisation is led by Virginia McVea, its Chief Executive, who took up post in February 2023.The MCA are chiefly responsible for the syllabus and national training standards issued by the Merchant Navy Training Board (based at the UK Chamber of Shipping).

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