Single Service Centre Operational Support

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

UKHSA National Response Operations provide services to the Public, Health Professionals and other Government Departments via the Single Service Centre. The Single Service Centre provides inbound and outbound telephony services through an outsourced supplier. The Single service Centre Operational support will assist the Service Operations and Complaints team in delivering excellent customer service and managing performance.

The Customer Contact work is split into three key workstream areas. The Single Service Centre Operational Support may work interchangeably across any of the areas but will also be allocated to one main workstream area. The successful candidate will also undertake duties outlined in the General Operations remit., The post holder will provide day-to-day administrative support to the National Response Operations Single Service Centre team. They will maintain effective working relationships with a variety of stakeholders both internal and external to the organisation. The post holder will work with minimal supervision and be expected to work flexibly as part of a multi-disciplinary team providing a range of administrative duties. The post holder may work with colleagues who are based across the country at different sites and/or who work remotely. The post holder will develop working relationships and communicate regularly with a wide range of individuals, clinical and non-clinical, internal and external to UKHSA. This post requires the candidate to be proactive and flexible within competing priorities., * Undertake the accurate and timely investigation and resolution to individual feedback, complaints and MP enquiries regarding National Response Operations activity.

• Liaise with colleagues in Training & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
• Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity

Operational Support Officer

• Ordering Test Kits
• Monitoring team email inboxes/calendars, meeting administration and reporting
• Maintaining data bases, monitoring data flows including GDPR compliance
• Producing performance packs with stakeholder engagement and analysing performance data
• Liaise with colleagues in Training & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
• Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity

General Operations

• Support the development of systems and procedures where necessary to ensure efficiency, quality and cost effectiveness across the business support and administration function.
• Participate in relevant internal working groups/projects, services and initiatives across the organisation representing the Team or Division
• Provide cover as directed by line manager for other members of the team in their absence and assist with their workloads as necessary.
• Develop and maintain stakeholder relationships at all levels
• Work collaboratively across teams and functions, and across the organisation
• Take responsibility for the promotion of wellbeing across the division by role modelling positive and inclusive leadership and contributing actively to the creation of a supportive culture
• The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of UKHSA.
• As a Category 1 responder under the Civil Contingencies Act 2004, UKHSA has a set of civil protection responsibilities which it must fulfil in the response to any emergency or major incident. Staff may be asked to contribute to the preparedness for and response to major incidents and emergencies (as defined in the UKHSA Concept of Operations) as required.

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager., You will be required to complete an application form. You will be assessed on the listed 11 essential criteria, and this will be in the form of a:

• Application form (‘Employer/ Activity history’ section on the application)
• 500 word supporting statement.

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V –please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.

Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 500 words. We will not consider any words over 500 words.

Longlisting: In the event of a large number of applications we may longlist into 3 piles of:

• Meets all essential criteria
• Meets some essential criteria
• Meets no essential criteria

If used, the pile ‘Meets all essential criteria’ will proceed to shortlisting.

Shortlisting: In the event of a large number of applications we may conduct an initial sift, on the lead criteria of:

• Significant administrative experience including developing, and maintaining office systems, including handling sensitive information, * 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)
• 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

Do you have experience in Presentation skills?, * Significant administrative experience including developing, and maintaining office systems, including handling sensitive information

• Experience of organising meetings and producing supporting paperwork including agendas and taking minutes/actions
• Experience of working as part of a team to achieve a common goal
• Experience of working in a customer focused environment
• IT skills including advanced Microsoft Office experience (all areas)
• Ability to develop and maintain constructive relationships with all professional disciplines
• Excellent communication (written and verbal) skills, with the ability to adapt their communication style to the audience
• Experience in managing performance in challenging circumstances. Able to demonstrate persistence and resilience, despite obstacles and setbacks.
• An understanding of and commitment to equality of opportunity and good working relationships.
• Ability to work without direct supervision working to tight and often changing timescales
• Promote diversity, inclusion and equality of opportunity, respecting difference, and external experience.

Desirable criteria:

• Experience of working with outsourced suppliers using commercial and contractual knowledge to maintain and improve performance, * Communicating and Influencing (Lead Behaviour)
• Working Together
• Changing and Improving
• Managing a Quality Service, Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Alongside your salary of £28,547, UK Health Security Agency contributes £8,270 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%, If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.

Internal Fraud Check

If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub, and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for external candidates to the Civil Service.

Careers website

Please visit our careers site for more information

UKHSA Hub , Civil Service Careers

Salary Information

If you are successful at interview and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Executive Officer (EO)

• £28,547- £33,196 (National)
• £30,441-£35,576 (Outer London)
• £32,624-£37,737 (Inner London)

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

This role is being offered as hybrid working based at any of our Core HQs. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London). Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC)., UKHSA is investing in a new state-of-the-art National Biosecurity Centre in Harlow, Essex, which will eventually bring together teams currently based at Canary Wharf, Colindale and Porton Down. For more details, please see