Contents Location About the job Benefits Things you need to know Apply and further information Location Newcastle-upon-Tyne, Swansea About the job Job summary Are you passionate about customer service? Do you have experience in managing a large team? Are you self-motivated and able to motivate others? If so, we would love to hear from you Job description The post holder is responsible for the leadership and management within the Customer Service Centre. They will utilise available resources to meet the priorities of the business and review on a regular basis. The post holder will play a vital role in the delivery of the Contact Centre Strategy and any new products to be serviced by the Customer Service Centre. They will ensure the team provides a quality service to customers with a view to resolving enquiries on first contact either by telephone, email, social media and webchat on any current or new products delivered by the Customer Service Centre and the achievement of application processing targets. Responsibilities include but are not limited to: Take a pro-active role improving the quality of the service we provide customers by setting standards and monitoring customer satisfaction levels. Demonstrate leadership by providing influence, direction and guidance to staff to support the delivery of objectives. Establishes a strong direction and a persuasive future vision; managing and engaging with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service. Execute management responsibilities effectively and in line with DVSA policies and processes; working with, leading and acting as a role model for team members and colleagues in line with Civil Service values. Maintain & improve the performance of the team; recognising and rewarding good/exceptional performers and tackling performance issues promptly. Work with the teams to ensure continuous improvement principles are applied and improvements are made to working practices in the Customer Service Centre. Work with colleagues in Newcastle and Swansea for the delivery of the Contact Centre Strategy. Please see the Candidate Pack attached to this job advert for more information about the role and responsibilities. Person specification To be successful in the role you must have experience in managing large teams. We are looking for someone who has management experience in a customer focused environment using resources to meet targets. You must have experience of analysing data to improve performance and managing quality. It is essential that you have experience in dealing with performance and disciplinary cases. You must be s elf-motivated and able to motivate others with your s trong interpersonal skills. Additional Information This role will be based in Swansea or Newcastle, your presence at one of these locations will form part of the working arrangements agreed with you. Please note that it is expected for the Newcastle office to move to a city centre location within the next 12 months. This role is suitable for hybrid working, and therefore a combination of workplace and home-based working can be accommodated subject to business requirements. Hybrid working is a non-contractual arrangement where employees have the flexibility to work remotely combined with a minimum of 60% of their working time a month at either their principal workplace (one of the locations cited in the advert) or, when required for business reasons, to carry out separate duties at alternative working locations or DVSA sites. There may be occasions where you are required to attend above the minimum expectation. If you have questions regarding how hybrid working is practiced within the business area, or any reasonable adjustments or flexible working arrangements you may currently have or need in place if successful in your application, please contact the Vacancy Holder (see advert for contact details). There will be a need to travel on official business with overnight stays on occasion. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 32 hours per week. Full training will be provided for the post holder. The length of this training will be around 8 weeks and this will take place in the office on a full time basis for the duration of training. This will ensure you are fully supported while settling into the role. Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. About Us The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles. Were working hard to: make roads safer improve services for our customers make road transport greener and healthier harness the potential of technology and data grow and level up the economy To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website. Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Leadership Making Effective Decisions Managing a Quality Service Working Together Benefits Alongside your salary of £34,233, Driver and Vehicle Standards Agency contributes £9,917 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 where we encourage a great work-life balance Exceptional pension with an employer contribution of an average of 27% Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30 8 Bank Holidays plus an additional Privilege Day to mark the Kings birthday Latest IT and Tech devices A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues Excellent learning and development tailored to your role including paid apprenticeships up to Masters level Wide range of discounts schemes on high street names Employee assistance program for health and wellbeing Cycle to work scheme and Gym membership offers For more information see visit our careers page Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. How to Apply As part of the application process you will be asked to provide a CV and Personal Statement. Further details around what this will entail are listed on the application form. Please tailor your CV and Personal Statement to evidence the following : Experience of managing a large team Experience of managing in a customer focused environment using resources to meet targets Experience of analysing data to improve performance Experience of managing quality Experience of dealing with performance and disciplinary cases Self-motivating and able to motivate others Strong interpersonal skills Your personal statement will be limited to a maximum of 1250 words. The sift is due to take place 22 - 23 January 2025. Interviews are likely to be held week commencing 10 February 2025. This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview. Well try to meet the dates weve set out in the advert. But there may be occasions when these dates will change. Well give you plenty of notice of any important dates. The selection process will be designed specifically for the role. As a result, your assessment will include: An interview A presentation The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. You can read more about Success Profiles here. Further Information 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. 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 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 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). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. 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 : Catherine Hobbs Email : catherine.hobbsdvsa.gov.uk Recruitment team Email : dftrecruitment.grscabinetoffice.gov.uk Further information 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 Government Recruitment Services via email: dftrecruitment.grscabinetoffice.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here Attachments 383279_Candidate Pack Opens in new window (pdf, 1181kB) Share this page Print Email Facebook Twitter LinkedIn GMail