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.

Do you have experience of business process improvement and change management?

Are you a passionate and confident leader with a proven track record of success in a people management role?

Are you confident in working with a variety of stakeholders?

If so we would love to hear from you!

Job description

We are looking for a Business Improvement Manager to help shape and drive a continuous improvement agenda for the UK Ship Register here at the Maritime and Coastguard Agency (MCA).

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

The Business Improvement Manager is responsible for driving an improvement agenda in UKSR. Pro-actively managing performance improvement and high quality service to ensure customer needs and MCA Service standards are met and exceeded. Delivering the strategy to enable RSS to meet business plan objectives and effectively working with the Contact Centre Management team to implement change through systems and processes, driving improvement focused on the customer journey.
 

Responsibilities

Your responsibilities include but are not limited to:

•Develop, implement and govern Contact Centre KPI's enabling a portfolio of reporting across all areas.
•Define and develop the future road map for delivery of enhancements to the Digital UKSR system. Provide challenge and suggest innovative approaches for change and improvement with focus on the customer journey.
•Understand the wider objectives of the directorate, liaise with other departments and engage your teams in corporate and departmental communications and initiatives.
•Measure RSS (Cardiff) Customer Service through monitoring Customer Satisfactions returns, promote continuous improvement strategies and set action plans for improvement through customer feedback to ensure that RSS are delivering a first-class service.
•Embedding business processes, analysing performance, present alternatives, help resolve issues and promote quality management.
•Oversee Finance and budgeting requirements for the department.

For more information about the role and responsibilities please see the attached Role Profile.

Additional information

There will be a requirement to travel to other locations to undertake any relevant training or attend specific meeting, overnights stays may be required.

Please note this role participates in a rota which covers the opening hours below including 1 in 4 weekend cover and Bank Holidays.

Opening Hours:
Mon – Fri 07.30hrs – 18.00hrs
Sat – Sun & Bank Holidays - 09.00hrs – 16.00hrs

About you

To be successful in this role, you will be a strong advocate for change and continuous improvement, recognising the benefits of promoting a change culture within your team. You will be adaptable and flexible, adjusting to the requirements and strategic direction of the business.

Leading staff and raising service standards through your ability to make decisions to improve your customers' experience will be a strength of yours, as well as displaying excellent written and verbal communication skills.

You will be proficient using, interpreting and analysing data, being able to utilise this information to be able to suggest and implement service improvements and make informed operational and management decisions.

You will have a passion for managing staff, enjoy working with colleagues and are confident when building and maintaining solid working relationships with stakeholders at all levels.

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:

• Managing a Quality Service
• Delivering at Pace
• Changing and Improving
• Leadership
• Communicating and Influencing
• Making Effective Decisions

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.