Head of Operations – UK Ship Register - Flexible Working Available

Southampton, Hampshire
£46,696 - £53,700
04 Oct 2019
23 Oct 2019
Full Time
Contract Type



About the job

Are you an experienced Operations Manager with a genuine focus on the importance of customer journey?

Do you pride yourself on your excellent communication skills and ability to garner the respect and loyalty from your team?

Do you want to be part of modernising and implementing a slicker way of working?

Job description

We have an exciting opportunity for a Head of Operations to join our team here at the MCA to improve the operations processes and performance of the UK Ship Register. This is a fantastic opportunity to drive operational efficiencies through a comprehensive digitalisation programme, implementing lean business processes and streamlining work flows to deliver outcomes identified in the UK Ship Register transformation plan.


• To lead a team of three direct reports responsible for the Registry of Shipping and Seamen (Cardiff) and all aspects of the customer journey and 24/7 customer account management.
• To develop a culture of performance management, continuous improvement and individual accountability.
• To lead with energy, pace and conviction and create a true sense of team purpose.
• To improve employee engagement through analysis of survey results and development of clear action plans to address areas of opportunity.
• To support the UK Ship Register Commercial Director in their strategic decision-making.
• To act as Registrar General for the UK Ship Register
• To constantly review and improve the customer journey through every interface with the agency.
• To work closely with IT colleagues to develop the use of digital and cloud based technologies.
• To achieve and maintain world-class standards of customer service and account management best practice.
• To drive improved financial performance through rigorous management of P&L.
• To evaluate financial data and use trend analysis to predict future business direction and adjust operating models accordingly.
• To ensure all governance requirements for MCA are fully adhered to.
• To drive a culture of health, safety and wellbeing excellence.

About you:

In this exciting new position, you will bring to us your advanced Operational Management skills, you will lead your team in the implementation of a new structured modern way of working within the back-office process, inspiring your team to improve the overall performance of the function, accomplishing a positive customer journey.
Your fresh approach along with your excellent organisational skills make you the ideal candidate to deliver the improvement plan that has been devised. This is a rare opportunity to get involved in a UK plc brand on a global platform – with the ability to really transform and modernise the way we work.
As an amazing communicator, you will confidently deliver messages in a clear and concise manner to a range of stakeholders applying a tailored approach to your audience whilst influencing change and helping to change the mindset of those who struggle with change.

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.

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’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.


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

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


• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Things you need to know

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

Selection process details

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

The sift is due to take place on 25th October 2019 .

Interviews/assessments are likely to be held on 13th and 14th November 2019.

New entrants are expected to join on the minimum of the pay band.

If successful and transferring from another Government Department a criminal record check maybe carried out.

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.

As part of the application process you will be asked to complete a CV. Further details around what this will entail are listed on the application form.

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.

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 dftrecruitment.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.

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

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.

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

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants Job contact : Name :   Neil Peacey Email :   neil.peacey@mcga.gov.uk   Recruitment team : Email :   DfTRecruitment.grs@cabinetoffice.gov.uk Further information

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: dftrecruitment.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 (https://civilservicecommission.independent.gov.uk/) to visit Civil Service Commission