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Defence Business Services (DBS) - Veterans Services Field Team Manager West Midlands
| Posting date: | 09 April 2025 |
|---|---|
| Salary: | £36,530 per year, pro rata |
| Additional salary information: | A pension contribution of 28.97% based on the listed salary |
| Hours: | Full time |
| Closing date: | 09 May 2025 |
| Location: | Kidderminster - Army Reserve Centre (ARC) |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Defence |
| Job type: | Permanent |
| Job reference: | 399911 |
Summary
Veteran Services (VS) is part of the Armed Forces and Veterans Team and is responsible for providing support to the Armed Forces (AF) community through a Triage Service and a network of Case Managers across the UK and Republic of Ireland. We work with the Royal Navy, the British Army, the Royal Air Force, local authorities, voluntary organisations, service charities and OGD’s. The service provides assistance for those transitioning from service to civilian life, advising bereaved families, applying for armed forces compensation, and providing information and guidance on the support available to the AF community. Our Transition services are governed by the MOD’s Holistic Transition Policy as detailed in Joint Service Publication (JSP)100.
Our network of case managers facilitate access to support based on a holistic assessment of each clients situation covering aspects such as healthcare, accommodation, finances, employment and wellbeing. They provide information and guidance on the Armed Forces Compensation Scheme, war Disablement Pension Scheme and general guidance on Service pensions as well as DWP benefits.
Joining VS offers the opportunity to be part of a professional, committed, energetic team, working in a high-profile, fast-paced subject area that attracts significant media and ministerial attention. You will be required to work at pace to achieve your objectives, support our collective aims and respond to the dynamic environment in which we operate.
Successful applicants will be provided with training to meet the demands of this role and are expected to maintain up to date and relevant skills and training whilst in post, both guided by Civil Service Required Learning and by independently identifying opportunities whilst in post.
Veterans Services has been the subject of, and affected by, an independent review, which was commissioned by MOD and Cabinet Office Ministers under the previous Government to ensure the UK Government is providing the right support to the right people in an efficient, value for money way. The recommendations are available on gov.uk – The Independent Review of UK Government Welfare Services for Veterans – GOV.UK (www.gov.uk).
Following the review and in response to the new Government’s priorities we have embarked on a significant programme of change which will continue into 2025/26. Continuing to adapt and flex in line with the evolving Government vision of support for veterans, may affect the focus and responsibilities of our roles.
This role presents an exciting opportunity to be part of changing what we do and how we do it. You are strongly encouraged to familiarise yourself with the review detailed above and its recommendations, and developments across the sector, to help you understand what changes we are likely to be implementing in due course.
VS has a national footprint located across the UK and at 5 DBS centres in Kidderminster, Norcross, Centurion, Belfast, and Glasgow. We are recruiting a Field Team Manager for the new West Midlands Field Team which has a nominal hub at Kidderminster.
The Field Team Manager is responsible for managing and overseeing the delivery of a progressive, high-quality service within a designated geographical area. You will be responsible for line managing a local field team (typically between 4-8 staff), ensuring that colleagues are knowledgeable and competent to deliver high-quality client outcomes in line with Veterans Services’ remit. Your ability to lead, manage and inspire your team through change is really important. Collaboration is key, as you will work with other field teams and colleagues across the organisation to ensure a unified One Service, One Team, One Way approach. Additionally, you will contribute to the continuous improvement and ongoing development of Veterans Services.
You will be required to work with clients, stakeholders and colleagues by all suitable means, including face to face, email, phone and a range of meeting platforms including Skype, MS Teams. You will be a confident communicator and presenter, able to convey information, engage audiences and build positive enduring relationships at all levels. You will have confidence and/or familiarity with MS Office applications, including MS Teams, Word, Excel, One Note and a willingness and aptitude for learning new IT skills.
Travel throughout your designated area of responsibility and a valid driving licence will be required. Frequent travel and occasional overnight stays are necessary as part of the role to engage, collaborate, and fulfil team training requirements.
VS Field Team Manager is responsible for:
Service Delivery Management
Regularly review stats and customer feedback to monitor key performance indicators for the Armed Forces Community from transition to veteran status.
Provide advice and support for challenging cases, including those with complex needs and high risk.
Manage workload within the Field Team and with HEO colleagues, including specific cases like Death in Service and Mesothelioma.
Assist the team by managing a small caseload during peak times.
Handle secretariat cases, ministerial enquiries, and personnel issues, ensuring timely responses.
Conduct quality checks to ensure service delivery meets agreed standards.
Deliver and analyse workload reports to monitor and address requirements and risks, and report on Field Team activity.
Influence and contribute to internal and external decision-making processes.
Identify and escalate business risks, suggesting solutions.
Act as the key contact for location-specific issues.
Suggest improvements to ensure consistent VS provision across the UK.
Further information can be found using the link below.
Our network of case managers facilitate access to support based on a holistic assessment of each clients situation covering aspects such as healthcare, accommodation, finances, employment and wellbeing. They provide information and guidance on the Armed Forces Compensation Scheme, war Disablement Pension Scheme and general guidance on Service pensions as well as DWP benefits.
Joining VS offers the opportunity to be part of a professional, committed, energetic team, working in a high-profile, fast-paced subject area that attracts significant media and ministerial attention. You will be required to work at pace to achieve your objectives, support our collective aims and respond to the dynamic environment in which we operate.
Successful applicants will be provided with training to meet the demands of this role and are expected to maintain up to date and relevant skills and training whilst in post, both guided by Civil Service Required Learning and by independently identifying opportunities whilst in post.
Veterans Services has been the subject of, and affected by, an independent review, which was commissioned by MOD and Cabinet Office Ministers under the previous Government to ensure the UK Government is providing the right support to the right people in an efficient, value for money way. The recommendations are available on gov.uk – The Independent Review of UK Government Welfare Services for Veterans – GOV.UK (www.gov.uk).
Following the review and in response to the new Government’s priorities we have embarked on a significant programme of change which will continue into 2025/26. Continuing to adapt and flex in line with the evolving Government vision of support for veterans, may affect the focus and responsibilities of our roles.
This role presents an exciting opportunity to be part of changing what we do and how we do it. You are strongly encouraged to familiarise yourself with the review detailed above and its recommendations, and developments across the sector, to help you understand what changes we are likely to be implementing in due course.
VS has a national footprint located across the UK and at 5 DBS centres in Kidderminster, Norcross, Centurion, Belfast, and Glasgow. We are recruiting a Field Team Manager for the new West Midlands Field Team which has a nominal hub at Kidderminster.
The Field Team Manager is responsible for managing and overseeing the delivery of a progressive, high-quality service within a designated geographical area. You will be responsible for line managing a local field team (typically between 4-8 staff), ensuring that colleagues are knowledgeable and competent to deliver high-quality client outcomes in line with Veterans Services’ remit. Your ability to lead, manage and inspire your team through change is really important. Collaboration is key, as you will work with other field teams and colleagues across the organisation to ensure a unified One Service, One Team, One Way approach. Additionally, you will contribute to the continuous improvement and ongoing development of Veterans Services.
You will be required to work with clients, stakeholders and colleagues by all suitable means, including face to face, email, phone and a range of meeting platforms including Skype, MS Teams. You will be a confident communicator and presenter, able to convey information, engage audiences and build positive enduring relationships at all levels. You will have confidence and/or familiarity with MS Office applications, including MS Teams, Word, Excel, One Note and a willingness and aptitude for learning new IT skills.
Travel throughout your designated area of responsibility and a valid driving licence will be required. Frequent travel and occasional overnight stays are necessary as part of the role to engage, collaborate, and fulfil team training requirements.
VS Field Team Manager is responsible for:
Service Delivery Management
Regularly review stats and customer feedback to monitor key performance indicators for the Armed Forces Community from transition to veteran status.
Provide advice and support for challenging cases, including those with complex needs and high risk.
Manage workload within the Field Team and with HEO colleagues, including specific cases like Death in Service and Mesothelioma.
Assist the team by managing a small caseload during peak times.
Handle secretariat cases, ministerial enquiries, and personnel issues, ensuring timely responses.
Conduct quality checks to ensure service delivery meets agreed standards.
Deliver and analyse workload reports to monitor and address requirements and risks, and report on Field Team activity.
Influence and contribute to internal and external decision-making processes.
Identify and escalate business risks, suggesting solutions.
Act as the key contact for location-specific issues.
Suggest improvements to ensure consistent VS provision across the UK.
Further information can be found using the link below.