DIO - Charges Support Officer

This is a Fixed-term Appointment as a Charges Support Officer in the Damage Charging Team within Housing Delivery Services. Your responsibilities will be as described in this job advert. The reason why you are appointed for a fixed period is due to organisational structure review and fixed-term cover is required whilst that review is completed. This post will therefore begin on your appointment and end 24 months after that date. You should be aware that when your Fixed-term Appointment at MOD comes to an end, arrangements will be made in line with the FTA policy.If you are a permanent MoD civil servant and are found successful for an advertised Fixed-term Appointment (FTA) you should move into the post under a Temporary Transfer (for up to a maximum of 23 months). At the end of the posting you will return to your previous MoD Business area. If this posting is at a higher grade, your promotion will be temporary, and you will return to your substantive grade at the end of the Temporary Transfer. If a Temporary Transfer cannot beagreed between all parties then a transfer on an FTA contract is possible, read the FTA and Change of Work Location in the UK policy for further information.If you are transferring to MoD from another government department (OGD) you should join the MoD on an inward loan. At the end of the loan you will return to your home (OGD) department. If a loan cannot be agreed between all parties then a transfer on an FTA contract is possible, read the FTA policy for further information.As part of a fast-paced team the position of Charges Support Officer is accountable for ensuring they adhere and conform with all agreed DIO TLB processes and operating procedures, and particularly those which relate to Damage Charges for Service Family Accommodation and Substitute Service Family Accommodation.This is a busy team managing customer expectations along with collaborating with other areas within the Defence Infrastructure Organisation and their industry partners. The postholder is responsible for managing the recovery process of Damage Charges through appropriate systems and in line with DIO procedures. Working to agreed timescales the Charges Support Officer should be able to work independently providing information, in line with GDPR, at short notice and may be required to undertake other miscellaneous tasks in support of the smooth running of the team . Person specification Promote strong working relationships both within the team and with other teams across DIO and MOD Handle the recovery of Damage Charges through the process from receipt of the Statement of Charge to conclusionRecord data and update the relevant Statement of Charge and Disputes logsInvestigate and resolve queries received from customers and other DIO departments within agreed timescalesApply the process of raising damage charges through the appropriate systems, for both serving and non-serving personnel, meeting agreed timescalesCollaborate with Pinnacle regarding their investigation of stage one dispute\'s, provide all appropriate information and support where necessaryTo provide support to Line Management in the investigation of stage two dispute casesand utilise relevant systems to provide evidence in support of the decision making processCheck and action team multiuser email account dailyAny other duties required commensurate with grade and experienceEssential criteria Knowledge of Microsoft 365 applications, particularly Excel and OutlookStrong written and verbal communication skillsDesirable criteria Customer Service Experience, Data HandlingBehaviours We\'ll assess you against these behaviours during the selection process: Managing a Quality Service Working Together Delivering at Pace Making Effective Decisions We only ask for evidence of these behaviours on your application form:Managing a Quality Service Working Together Benefits Alongside your salary of 26,770, Ministry of Defence contributes 7,755 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 roleAn environment with flexible working optionsA culture encouraging inclusion and diversityA Civil Service pension with an employer contribution of 28.97%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.The post does not offer relocation expenses.External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.Please Note: Expenses incurred for travel to interviews will not be reimbursed.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.Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.MOD Recruitment Satisfaction Survey We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights.Things you need to know Selection process detailsThis vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.Candidates will be required to provide CV details to include job history; qualification details and previous skills and experience. Candidates will be required to provide a statement of suitability. (500 Words) At sift, you will be assessed against your CV and Statement of suitability and the following behaviours: Managing a Quality ServiceWorking Together Applications will be sifted on all Success Profile elements, but in the event of a high number of applications, an initial sift will be conducted on the Lead behaviour; Managing a Quality Service. In this instance the remaining elements will be tested at interview. At interview, you will be assessed against the following behaviours: Managing a Quality ServiceWorking TogetherDelivering at PaceMaking Effective Decisions Application sifting is currently scheduled to take place week commencing: 22/09/25 Interviews will take place either face to face or via Microsoft Teams (to be confirmed) and are currently scheduled to be conducted from week commencing: 06/10/25 . This may be subject to change around business needs. Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use. The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk.As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system.Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out.Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window) . See our vetting charter (opens in a new window) .People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirementsThis 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 ServiceThe 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.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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 : Kate Crossland Email : kate.crossland101@mod.gov.uk Recruitment team Email : DBSCivPers-Resourcingteam3@mod.gov.uk Further informationPlease ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk.Attachments DIO Candidate Information Guide Opens in new window (pdf, 1963kB) Candidates Information pack Opens in new window (docx, 33kB) Defence Civil Servant Offer Opens in new window (pdf, 1562kB)