Job summary Are you passionate about delivering an excellent service to customers?
Do you have excellent interpersonal and Leadership skills?
Would you like a role where you can help make a difference to peoples lives? If so, we are looking for a Team Leader to manage a Certificate Operations Team within the Maritime and Coastguard Agency (MCA) and we'd love to hear from you!
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 a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.
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. Job description
The Team Leader Certification role sits within the Seafarer Services branch which centres around the Certification of seafarers essentially a licence to allow them to work at sea and on board vessels. You will oversee a small team in an application/processing environment. The Certification Officers who you will oversee will receive documents (training records, sea time, medical certificates etc) from the applicant seafarer, assess the documents against a requirement criteria and, if the seafarer is eligible, issue the appropriate Certificate or Endorsement. Where a seafarer is not eligible or further information is required, the Certification Officer will contact the seafarer by email to explain what is required.
We are also a telephony contact centre and handle application and certification queries from seafarers. Seafarer Services ensures the appropriate standards of seafarer training are maintained and that certificates and endorsements issued to seafarers and vessels comply with the relevant requirements while also providing a high standard of customer service. Full process training will be provided.
This is a fantastic opportunity to work in a large, critical, national infrastructure programme, where no two days are the same. You will have the opportunity to build effective relationships with internal and external stakeholders, giving you exposure to all grades. Unless operational requirements for specific location and availability:
This role will be based in the Southampton HQ (or relevant office). MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work.
The expectation is that you will spend a minimum 60% of your working time based at your principal workplace or out on official business. Details of the arrangement will be discussed further with your line manager.
DfT workplace attendance expectations were updated in recruitment campaigns on 17 November 2023. Your responsibilities include but are not limited to: Customer Service and Stakeholder management
Monitor and develop customer service skills of all team members. Adopt and promote customer service initiatives within your team and the wider branch.
Management of team's daily workflow, ensuring Service Standards and Quality Standards are met.Team Management
Deliver an excellent customer service throughout the customer journey, including through phone and email communications and delivery of timely applications.
Manage and deliver the training for all team members to build and maintain a resilient, multi-skilled team.
General performance management of staff alongside other Team Leaders and cover for other teams when their Team Leader is absent, including tasking, training, objective setting and performance appraisal.Quality
Ensure your team input/record accurate data and produce accurate seafarer documents.
Ensure Business Service Standards are met. At busy times or when standards are not being met, be expected to process applications to support operational delivery.
Acting as document controller for Certificates of Competency and other security items, distributing to section staff and Marine Offices as necessary and ensuring effective stock control.Branch Management
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 and Weekly Strategy Meetings.
Complete the statistical reports as required by Seafarer's training and certification management team. Including SLA Volume and Trend tracker, daily stats sheets, training matrix and STC quality log, ensuring accurately recorded information is provided in a timely way. For further information about the role, please see the attached. Person specification About you:
To be successful in this role you will be a be a highly motivated, positive and an enthusiastic individual with a flexible attitude and a keen willingness to learn from and teach others.
You will have experience in managing data with high level of attention to detail to ensure work of the team is of a high quality standard.
In addition managing team communication with customers or stakeholders via email and telephone will come naturally to you.
You will have excellent organisational skills and time management skills with the ability to meet deadlines and prioritise a conflicting workload.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
- Working Together
- Communicating and Influencing
- Changing and Improving
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.
Click here to get a copy of the MCA Staff Benefits Brochure Things you need to knowSelection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Experience.
As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form. How to Apply CV and Personal Statement:
Within your CV and personal statement please demonstrate your knowledge and experience of:
Experience of Line Management.
Experience of utilising Microsoft Office Packages, including Word, Outlook and Excel.
Experience of communicating effectively with others, both verbally and in writing.
Experience of providing excellent customer service.
Experience of working in an office environment as part of a team.
Your personal statement will be limited to a maximum of 1,250 words.
It is essential when submitting your personal statement that you provide as much detail as possible, and utilise the full word count given, against the essential criteria outlined above as this will be used in conjunction with your CV to assess candidate suitability to move to the next round in the recruitment process.The sift is due to take place on 12th & 13th December 2023.Interviews/assessments are likely to be held W/C 8th January 2024.
This interview will be conducted via teams. Further details 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 will include:
- An interview
- A role play exercise
You're encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.
This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you're deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via . as soon as possible before the closing date to discuss your needs. Document Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
This job advert contains links to the DfT Careers website . Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email . for assistance. Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role. Pre-employment Checking
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.
Feedback will only be provided if you attend an interview or assessment.Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window) Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window) .
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.