Single Service Centre Operational Support

CompanyUK Health Security Agency

LocationLondon, England, United Kingdom

Posted At1/29/2026

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Occupation Type

Prison service officers (below principal officer)

Occupation Code Skill LevelMedium Skilled

Sponsorship EligibilityIneligible for Sponsorship

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Description

Birmingham, Leeds, Liverpool, London – Canary Wharf

Job Summary

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.  

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.  

UKHSA National Response Operations provide services to the Public, Health Professionals and other Government Departments via the Single Service Centre. The Single Service Centre provides inbound and outbound telephony services through an outsourced supplier. The Single service Centre Operational support will assist the Service Operations and Complaints team in delivering excellent customer service and managing performance.

The Customer Contact work is split into three key workstream areas. The Single Service Centre Operational Support may work interchangeably across any of the areas but will be allocated to one main workstream area as well. They will also undertake duties outlined in the General Operations remit.

Job Description

The post holder will provide day-to-day administrative support to the National Response Operations Single Service Centre team. They will maintain effective working relationships with a variety of stakeholders both internal and external to the organisation. The post holder will work with minimal supervision and be expected to work flexibly as part of a multi-disciplinary team providing a range of administrative duties. The post holder may work with colleagues who are based across the country at different sites and/or who work remotely. The post holder will develop working relationships and communicate regularly with a wide range of individuals, clinical and non-clinical, internal and external to UKHSA. This post requires the candidate to be proactive and able to be flexible within competing priorities.

This list is not exhaustive.

Quality Officer

Support the Quality Assurance Framework by providing evidence that provides confidence in consistency and excellence of Service offerings.
Effectively support the Head of Contact Centre Service Excellence, with a range of administrative duties, to implement, maintain, and review the Quality Assurance framework and strategy to ensure excellence in service delivery based on evidence from reports and validation activities.

Review the compliance adherence of suppliers’ Quality Assurance by reviewing call quality and validating these against relevant scripts and guidance material, and highlighting concerns where identified.

Monitor calls or interactions to ensure processes have been followed, conduct quality checks to identify errors or deviations from established standards.

Undertake root cause analysis ofissues, and develop solutions to improve processes, products, or services.

Document quality assurance activities, maintain records of checks, and report on quality performance.

Communicate quality issues and collaborate with various teams to resolve problems.

Complaints Officer

Undertake the accurate and timely investigation and resolution to individual feedback, complaints and MP enquiries regarding National Response Operations activity.
Liaise with colleagues in Scripts & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity

Operational Support Officer

Ordering Test Kits
Monitoring team email inboxes/calendars, meeting administration and reporting
Maintaining data bases, monitoring data flows including GDPR compliance
Producing performance packs with stakeholder engagement and analysing performance data
Liaise with colleagues in Scripts & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity

General Operations

Support the development of systems and procedures where necessary to ensure efficiency, quality and cost effectiveness across the business support and administration function.
Participate in relevant internal working groups/projects, services and initiatives across the organisation representing the Team or Division
Provide cover as directed by line manager for other members of the team in their absence and assist with their workloads as necessary.

Develop and maintain stakeholder relationships at all levels

Work collaboratively across teams and functions, and across the organisation

Take responsibility for the promotion of wellbeing across the division by role modelling positive and inclusive leadership and contributing actively to the creation of a supportive culture

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of UKHSA.

As a Category 1 responder under the Civil Contingencies Act 2004, UKHSA has a set of civil protection responsibilities which it must fulfil in the response to any emergency or major incident. Staff may be asked to contribute to the preparedness for and response to major incidents and emergencies (as defined in the UKHSA Concept of Operations) as required.

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager

Recruitment would be primarily covering the Quality and General requirements responsibilities, but the individual may be asked to work across other areas as required.

Support the Quality Assurance Framework by providing evidence that provides confidence in consistency and excellence of Service offerings.
Effectively support the Head of Contact Centre Service Excellence, with a range of administrative duties, to implement, maintain, and review the Quality Assurance framework and strategy to ensure excellence in service delivery based on evidence from reports and validation activities.

Monitor calls or interactions to ensure processes have been followed, conduct quality checks to identify errors or deviations from established standards.

Undertake root cause analysis ofissues, and develop solutions to improve processes, products, or services.

Document quality assurance activities, maintain records of checks, and report on quality performance.

Communicate quality issues and collaborate with various teams to resolve problems.

Complaints Officer

Undertake the accurate and timely investigation and resolution to individual feedback, complaints and MP enquiries regarding National Response Operations activity.
Liaise with colleagues in Scripts & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity

Operational Support Officer

Ordering Test Kits
Monitoring team email inboxes/calendars, meeting administration and reporting
Maintaining data bases, monitoring data flows including GDPR compliance
Producing performance packs with stakeholder engagement and analysing performance data
Liaise with colleagues in Scripts & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity

General Operations

Support the development of systems and procedures where necessary to ensure efficiency, quality and cost effectiveness across the business support and administration function.
Participate in relevant internal working groups/projects, services and initiatives across the organisation representing the Team or Division
Provide cover as directed by line manager for other members of the team in their absence and assist with their workloads as necessary.

Develop and maintain stakeholder relationships at all levels

Work collaboratively across teams and functions, and across the organisation

Take responsibility for the promotion of wellbeing across the division by role modelling positive and inclusive leadership and contributing actively to the creation of a supportive culture

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of UKHSA.

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager

Recruitment would be primarily covering the Quality and General requirements responsibilities, but the individual may be asked to work across other areas as required.

Person specification

Essential Criteria

Experience of working in a Quality Assurance role in a multi-channel Contact Centre operation.
Significant administrative experience including developing, and maintaining office systems, including handling sensitive information.
Experience of organising meetings and producing supporting paperwork including agendas and taking minutes/actions.
Experience of working as part of a team to achieve a common goal.
Experience of working in a customer focused environment.
IT skills including advances Microsoft Office experience (all areas).
Ability to develop and maintain constructive relationships with all professional disciplines.
Excellent communication (written and verbal) skills, with the ability to adapt their communication style to the audience.
Maintain own levels of performance in challenging circumstances and encourage others to do the same. Demonstrate persistence and resilience, achieving success by delivery despite obstacles or setbacks.
An understanding of and commitment to equality of opportunity and good working relationships.

Ability to work without direct supervision working to tight and often changing timescales.

Promote diversity, inclusion and equality of opportunity, respecting difference, and external experience.

Desirable criteria

Experience of working with outsourced suppliers using commercial and contractual knowledge to maintain and improve performance

Alongside your salary of £28,547, UK Health Security Agency contributes £8,270 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 role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension with an employer contribution of 28.97%

Artificial intelligence

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy will be assessed using a competency-based framework which will assess your qualifications, knowledge and experience and/or skills and capabilities outlined in the essential criteria.

Stage 1: Application & Sift

Competency Based

Required

You will be required to complete an application form. You will be assessed on the listed 12 essential criteria, and this will be in the form of a:

Application form (‘Employer/ Activity history’ section on the application)
1000 word supporting statement.

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V –please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.

Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words. We will not consider any words over 1000 words.

Longlisting: In the event of a large number of applications we may longlist into 3 piles of:

Meets all essential criteria
Meets some essential criteria
Meets no essential criteria

If used, the pile ‘Meets all essential criteria’ will proceed to shortlisting.

Shortlisting: In the event of a large number of applications we may conduct an initial sift, on the lead criteria of:

Experience of working in a Quality Assurance role in a multi-channel Contact Centre operation.

Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates.

If you are successful at this stage, you will progress to interview & assessment.

Feedback will not be provided at this stage.

Stage 2: Interview

Competency Based

You will be invited to a single remote interview.

Knowledge, experience, skills & abilities will be tested at interview.

Interviews dates to be confirmed.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location

This role is being offered as hybrid working based at any of our Core HQs. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London). Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.

Eligibility Criteria

External: Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).

Future location

UKHSA Is Investing In a New State-of-the-art National Biosecurity Centre In Harlow, Essex, Which Will Eventually Bring Together Teams Currently Based At Canary Wharf, Colindale And Porton Down. For More Details, Please See

Huge biosecurity centre investment to boost pandemic protection - GOV.UK

The new facilities will start becoming operational in the mid-2030s, with full completion by 2038. Staff will move in phases as facilities become available. If you're appointed to a role currently based at Canary Wharf, Colindale or Porton Down, please note that we'll continue investing in these sites for the next decade. As we get closer to the transition, we'll provide full information about relocation support available to staff.

Reasonable Adjustments

The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will consider any reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should contact the recruitment team in confidence as soon as possible to discuss your needs.

You can find out more information about reasonable adjustments across the Civil Service here: Reasonable Adjustments , Civil Service Careers

International Police check

If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.

Internal Fraud Check

If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub, and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for external candidates to the Civil Service.

Careers website

Please visit our careers site for more information: UKHSA Hub , Civil Service Careers

Salary Information

If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Please be aware that the salary is based on the office location.

Executive Officer (EO)

£28,547- £33,196 (National)

£44,148- £50,121 (Outer London)

£32,624-£37,737 (Inner London

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This 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 Service

The 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 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.

Diversity and Inclusion

The 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).

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

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 : Nigel Poole
Email : nigel.poole@ukhsa.gov.uk

Recruitment team

Email : recruitment@ukhsa.gov.uk

Further information

The law requires that selection for appointment to the Civil Service is on merit on the

basis of fair and open competition as outlined in the Civil Service Commission's

Recruitment Principles.

If you feel your application has not been treated in accordance with the Recruitment

Principles, and you wish to make a complaint, in the first instance, you should

contact the UKHSA Complaints team via email at: Complaints@ukhsa.gov.uk

If you are not satisfied with the response you receive from the Department, you caan

contact the Civil Service Commission. Visit the Civil Service Commission website for

further information: https://civilservicecommission.independent.gov.uk/