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171.48 G7 Head Of Stakeholder Engagement And Resea

Company: Disclosure & Barring Service    Location: Liverpool
ROLE PURPOSE

Design and implement a best in class Stakeholder Engagement and Research function that informs DBS strategy and policy; enhances understanding of DBS function among stakeholders and informs the practice and guidance of partner organisations.
Enhance understanding of customer experience and needs through the development of an effective research and insight hub; enabling the shaping of DBS products and services to meet customer and stakeholder needs.

Lead and develop high performing teams, embedding a stakeholder and customer led approach to developing DBS products and services.

Provide strategic advice to internal colleagues at all grades on how to improve engagement with stakeholders.

KEY ACCOUNTABILITIES

Corporate responsibilities
•Leadership and management of the DBS hub and spoke approach to stakeholder management and research
•Promote DBS as a safeguarding organisation with external stakeholders
•Develop a research minded organisation, through the commissioning of research projects using DBS data, forming conclusions and presenting outcomes and recommendations.
•Fully engage stakeholders and customers in the DBS change programme and work collaboratively with key stakeholders to deliver transformational change.
•Play an active part as a member of the developing SSQ Directorate in leading the organisation and undertaking corporate duties on behalf of the Directorate Management Team.
•As a member of the DBS Senior Leadership Team, contribute to ongoing corporate development by playing an active role in business design and planning, and leading cultural change through setting direction and modelling desired behaviours.
•Support the DBS Board and committees as required.
•Work as part of wider Directorate Management bringing together skills and expertise into a coherent and enabling Directorate, establishing and managing risks, audit, business planning and financial management as required.
•Support the Director in creating joined up service delivery plans that have positive impact and are aligned to the DBS’s overarching strategy.

Operational Delivery Duties

Stakeholder Engagement and External Communications
•Develop and implement the DBS Stakeholder Engagement strategy and implementation plan including stakeholder mapping
•Undertake stakeholder mapping to design and implement tiered relationship management functions coordinating SMT and SLT members to lead as Account Directors and Senior Account Managers with key stakeholder organisations.
•Develop and pilot regionally based stakeholder managers to improve barring referrals and provide integrated approach to relationships with key Health, Education and Local Authority bodies via Local Adult and Children Safeguarding Boards
•Ensure key messages are regularly updated and shared with stakeholders using a variety of products and channels developed in collaboration with the head of Communications.
•Manage and improve Gov.uk content, to GDS standards working collaboratively with Communications.
•Seek to publish findings and present these to raise awareness and profile of DBS within safeguarding arena.

Research and Insight
•Development of a one DBS approach to engaging customers/stakeholders and understanding their experience; building the gathering of customer insight through various methods - touchpoint surveys, focus and consultancy groups etc.
•Development of the DBS insight and research hub and supporting systems to gather, record and utilise actionable insight.
•Interpret user insight and performance data to support other directorates in driving service design and iterative operational improvements.
•Work effectively across teams to support DBS in delivering stakeholder and customer led improvements to provide excellent public services.
•Gather and report on detailed performance data against key indicators to generate actionable improvements to the quality of services offered by the DBS.
•Analyse insight and compliance data from account management of Registered Bodies, Keepers of Registers, Responsible Organisations, Supervisory Authorities.
•Analyse customer satisfaction and insight data formulating recommendations and action plans as appropriate.
•Analyse complaints, appeals, tribunal and incident data and identify areas for improvement activity.
•Undertake and commission research, audit, service development and service evaluation that meets strategic objectives.
•Analyse degree to which research informs policy development both within the organisation and nationally.

KNOWLEDGE & EXPERIENCE

Essential Skills
•Ability to design and deliver an effective stakeholder engagement and research strategy and implementation plan maximising the opportunities to inform policy and improve products and services based on stakeholder views.
•Analysis and usage of customer insight and performance data to support directorates to design and continually improve services to fully meet user needs in a convenient and straightforward way.
•Strong negotiation skills and the ability to negotiate with external partners, stakeholders and customers to secure mutually beneficial outcomes.
•Improve the organisations profile; ensuring it is highly valued within the safeguarding arena
Desirable Skills
•Work collaboratively with partners to design and implement mutually beneficial transformational change to products, services and /or delivery models.
•Experience of varying methods to gather customer insight and undertake stakeholder mapping and grouping
•Experience in delivering time critical services in conjunction with external/third party service delivery partners through agreed service level performance measures
Experience
•Experience of delivering tiered stakeholder management to effectively inform strategy, policy and operational delivery
•Managing an effective and cost-efficient research function that delivers internal research and commissions external research as required
•Experience of consistently delivering inspiring, engaging and meaningful messages about the future direction;
•Championing the strategic importance of people, talent management and development issues, building a strong quality and continuous learning culture.
•Demonstrable track record in performance-driven and continuous improvement operating environments.

MANAGEMENT OF RESOURCES - FINANCIAL
The post holder will be accountable for the internal budget for Stakeholder Engagement and Research.

MANAGEMENT OF RESOURCES - PEOPLE
The post holder will provide leadership of stakeholder engagement and research teams comprising 13 staff. Person specification Please detail how you meet the essential criteria and skills in your cover letter and CV. Competencies
We´ll assess you against these competencies during the selection process:
Changing and improving

Seeing the big picture

Leading and communicating

Collaborating and partnering

Delivering at pace

You must provide evidence against the following on your application form:
Changing and improving

Civil Service Competency Framework Benefits Pensions Civil Service pension schemes may be available for successful candidates. Benefits Pensions
Civil Service pension schemes may be available for successful candidates.
Benefits
The DBS offers a number of excellent benefits for its employees. These can include:
Generous annual leave entitlement;
Excellent maternity, paternity and adoption schemes (after a qualifying period);
Commitment to the health and wellbeing of our employees;
Employee Assistance Programme;
Flexible working opportunities;
Childcare voucher scheme;
Eyecare voucher scheme;
Occupational Health Service including referrals for counselling and physiotherapy;
24/7 Counselling and Wellbeing Service

Personal Benefits:
Up to 30 days annual / privilege leave * length of service and terms and conditions will apply
Flexible working hours and working patterns
Generous maternity support package
Generous paternity support package
Generous adoption support package
Employer contributes to high quality Employer Pension scheme including Death in Service benefits
Public Holidays
Reward and Recognition Scheme

Health and Wellbeing:
Voucher for free eye test and support towards purchase of glasses
Regular Health and Wellbeing Days

Additional Benefits:
24/7 access to a huge range of learning resources via Civil Service Learning
Access to development and career opportunities within DBS and wider Civil Service
Equality networks
Great discounts at some local retailers
Access to Civil Service sports and social groups such as Civil Service Sports Council ( CSSC) and Civil Service Motoring Association ( CSMA)

Interest free season ticket loan
Support from Charity for Civil Servants ( formerly Civil Service Benevolent Fund)