Defence Business Services (DBS) – Armed Forces & Veterans Services (AFVS) Compensation Administrative Officer (AO)

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Tomlinson House, Norcross, Blackpool, Lancashire FY5 3WP

About the job

Job summary

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence? 

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision – To support UK defence customers with outstanding service every time.
• Our Mission – Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society. 

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 27%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2026.

Come and join the DBS community today!

Job description

As an Administrative Officer, you will play a crucial role in ensuring the efficient administration and management of various claims and benefits for customers. Your duties may include scrutinising and registering claims, handling document management, obtaining necessary evidence, and processing payments.

You will provide excellent customer service by keeping customers informed of their claim status, handling correspondence, and managing telephone and email enquiries. You will also prioritise and manage caseloads to ensure timely conclusions, maintain accurate records, and provide updates to customers and management, and ensure adherence to policies and confidentiality protocols.

Currently, this position is 5 days in the office, with a view to move to hybrid, in line with MOD guidance 60% in the office, within the next two years.

Person specification

(Desirable)

• Relevant experience in an administrative or customer service role.
• Understanding of policies and procedures related to claims and benefits administration.
• Proficiency in using office software and systems for document management and communication.

Skills and Abilities

• Excellent organisational and time management skills.
• Strong attention to detail and accuracy.
• Effective communication skills, both written and oral.
• Ability to handle sensitive and confidential information with discretion.
• Strong problem-solving skills and the ability to make reasoned decisions.
• Ability to work independently and as part of a team.
• Ability to adapt to changing priorities and workloads.
• Strong interpersonal skills and the ability to build relationships with stakeholders.

Behaviours

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

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Benefits

Alongside your salary of £26,235, Ministry of Defence contributes £7,600 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5
• years’ service (pro rata). In additional to 8 public holidays per year, you will also receive leave for HM The King’s birthday.
• Hybrid working where role permits.
• An opportunity to be considered for Reward & Recognition- £250-£5000 per year.
• Family-friendly policies including- parental leave and adoption leave,
• Learning and development tailored to your role,
• Professional and personal development of skills
• A culture encouraging inclusion and diversity,
• Minimum of 15 days special leave in a rolling 12-month period for volunteer reserve
• commitments
• Special paid leave to volunteer up to 6 days per year,
• 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%

Allowances 

The post does not offer relocation expenses. 

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts. 

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. 

Employment Hours 

This position is advertised at 37 hours per week. 

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 : Ellie Matthews
• Email : Ellie.Matthews102@mod.gov.uk

Recruitment team

• Email : DBS-EnhancedRecruitmentTeam@mod.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact DBS-EnhancedRecruitmentTeam@MOD.gov.uk in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

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