Connecting Talent to opportunity

Connecting Talent to opportunity

Lead Partner Manager - People, Live Service and Programme

Expired

Job Description:

Summary

 

At HM Revenue & Customs (HMRC) we make sure money is available to fund the UK’s vital public services and assist people with targeted financial support.

 

Borders & Trade

 

Trader Support Service (TSS) is a top priority programme of work which sits within Borders and Trade.

 

Our service will help traders familiarise themselves with the new processes for moving goods required under the Northern Ireland Protocol. We went live on the 21st December and whilst we will continue to run part of the TSS service as a programme there is now a requirement to run the live service and partner manage the Consortium.

 

We are looking for a highly driven individual who has strong experience in leading teams, managing commercial and partner relationships and results delivery.

 

The role provides an excellent career opportunity to lead in a lively, fast-paced and changing environment as a member of our TSS leadership team. We would love to hear from anyone with experience in an Operational Delivery background.

 

This post is full time however applicants who wish to work alternative working patterns are welcome to apply. The preferred working pattern may or may not be available, agreement will be subject to business need, and any request to work an alternative working pattern should be made prior to your acceptance of the provisional offer.

 

Travel may be expected once COVID restrictions are lifted.

 

Job description

 

Your role is to lead the Live Service Management team, working closely with the programme team on a day-to-day basis. You will deliver the best service for our traders, customs intermediaries and carriers using TSS. You will be responsible for driving and overseeing the delivery of several service and commercial KPI's as well as working closely with the Consortium to mitigate risk attached to the service management and working closely with commercial and finance teams to effectively run the service credit regime.

 

You will ensure that objectives are clearly defined and achieved within the agreed time, cost and quality constraints. You will lead on governance from a Service Management perspective, working with stakeholders to ensure the agreed project outputs are delivered to enable benefits to be realised. You will manage the partner across quality and performance, whilst ensuring smooth delivery of the programme to live service. You will also be expected to work at a fast pace whilst reacting to real time events as well as receiving change in terms of new scope, policy and changes to existing trader journeys.

 

In this role you will be required to lead the Live Service Management team, monitoring all events that occur through the TSS platform, managing any incidents that occur in order to restore normal services as quickly as possible and minimise adverse impact on operations. You will be responsible for ensuring that the best possible levels of service quality are maintained and that incidents are communicated across the organisation efficiently.

 

Essential Criteria:

 

  • Demonstrable experience of leading teams, driving engagement and managing performance and capability;
  • A strong background in operational and change delivery in a complex environment and customer facing environment;
  • Experience of operational delivery in a contact centre type environment;
  • Tangible evidence of managing a strategic partner and commercial relationship;
  • Proven track record of delivering customer service KPI's in a real time environment and experience of running a service credit regime in line with commercial contracts.

 

Desirable criteria:

 

  • Project management experience and management of a commercial contract

 

Behaviours

 

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

 

  • Seeing the Big Picture
  • Communicating and Influencing
  • Delivering at Pace
  • Leadership

 

Benefits

 

• Learning and development tailored to your role

• An environment with flexible working options

• A culture encouraging inclusion and diversity

• A Civil Service pension

 

Applying

 

You will be taken to the application form. Please read through and the attachments at the bottom.

 

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

As part of the application process you will be asked to submit your CV and complete a 750 word Personal Statement.

 

Please be aware at the sift stage that you will be scored against both the CV and Personal Statement and it is essential you complete both elements.

 

CV - will consist of 2 elements

 

Qualifications

Career History

 

You will be presented with 2 text boxes. The first will ask for your employment history - here you should set it out like a traditional CV, making sure to following the following format: -

 

• Name of employer

• Dates worked (to and from)

• Job title

• Brief description of your main role / responsibilities (please ensure you match this section against the job advert / essential / desirable criteria

 

The next text box will ask you to include any relevant qualifications you may have.

 

Personal Statement of suitability- this should outline, in no more than 750 words:

 

• how you meet the essential criteria;

• your suitability for the role; and

• what you will bring to the role.

 

Behaviours, Strengths and experience will be assessed at interview.

 

No agencies please, only relevant and suitable candidates will be contacted closing date 9th March