Contents Location About the job Benefits Things you need to know Apply and further information Location Swansea About the job Job summary This is a fantastic opportunity to join a team at the heart of Driver and Vehicle Licensing Agencys (DVLAs) digital transformation of its products. The Service Management team at DVLA has an opportunity for 3 Senior Customer Product and Service Managers, supporting the Lead Customer Product and Service Manager and Service Owner in managing the end-to-end, cross-platform user experience of one or more services. This is your chance to influence how we deliver value and transform the way customers engage with our services. This role attracts a salary of £42,848 plus excellent Civil Service benefits and flexible, hybrid working from Swansea. Job description DVLA delivers wide-reaching digital services to the UK public and industry. We maintain a register of 50 million driving licence holders and 40 million vehicle keepers. If you have ever applied for a driving licence, changed vehicle, re-licensed your vehicle or completed a vehicle enquiry you would have used one of our services. As Senior Customer Product and Service Manager, you will manage the end-to-end, cross-platform user experience of one or more of our services, for the duration of its lifecycle from initial development to continuous improvement. You will work very closely with the Lead Customer Product and Service Manager to develop and deliver the departmental strategy and formulate plans for operational delivery, championing user needs throughout the organisation. You will also work with other Senior Customer Product and Service Managers to ensure user needs are met to deliver an excellent and consistent user experience across all channels. Its an exciting time to join DVLA as we consolidate our position as a dynamic, digital organisation which provides high quality, innovative, customer-centric services. You will work within cross-functional teams that include developers, user researchers and content designers to help them design, build, and deliver high quality digital products that prioritise users needs. If you want to build upon your skills and experience in an award-winning team while working on digital services that have a real impact for our customers, we encourage you to apply. Responsibilities Your responsibilities will include but will not be limited to: Supporting the Lead Customer Product and Service Manager in the planning and implementation of new services or changes to existing services, including progressing changes through approval routes. Helping to define the scope and direction of the development and continual improvement of one or more services, supporting the transition to live and efficient operational running. Leading a multi-disciplined team to design user-focussed services based on user needs. Defining user journeys, translating relevant findings from user research with the team, and communicating insight to other Senior Customer Product and Service Managers and Lead Customer Product and Service Managers. Collaborating, building, and maintaining relationships with all DVLA business areas to design, continually improve and deliver services. Managing the resolution of incidents associated with their services and conducting lessons learned. For further information about the role please see the attached role profile. Occasionally, you will be required to travel within the UK on official business, with possible overnight stays, however you will be notified in advance. Additional Information Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under Contact point for applicants. Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public. We welcome applications from candidates who can speak Welsh and English. Welsh language skills would be useful in this role, but it is not an assessment criterion so it wont put you at any disadvantage during recruitment if you arent a Welsh speaker. Please note that the assessment process will be held in English. Person specification What are we looking for from you? You should have demonstrable skills and experience of: Defining the scope, direction and continual improvement of one or more services. Your ability to lead, support and inspire your team to exceed customer expectations. A confident and articulate professional who is passionate about delivering a high quality and consistent user experience, championing user needs throughout the organisation and ensuring that user needs are met. Your ability to work collaboratively with internal and external stakeholders to ensure that services that are fit for purpose. Applying Agile practices. Ability to lead a multi-disciplined team to design user-focused services based on user needs. Your ability to collaborate, build, design, continually improve and deliver services. Being resilient, with the ability to challenge and influence effectively at all levels and are confident pushing back when required. Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months. Behaviours We'll assess you against these behaviours during the selection process: Delivering at Pace Leadership Making Effective Decisions Seeing the Big Picture Benefits Alongside your salary of £42,848, Driver and Vehicle Licensing Agency contributes £12,413 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. Best in class learning and development tailored to your role An environment with flexible working options where we encourage a great work-life balance Generous employer contribution of 28.97%, depending on chosen pension scheme 25 days holiday, increasing by one day each year up to 30 days pro rata Access to the staff discount portal 24-hour Employee Assistance Programme providing free confidential help and advice for staff A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. As part of the application process, you will be asked to complete a CV and 1250 word personal statement. Further details around what this will entail are listed on the application form. For your CV and personal statement, please provide detailed evidence of your experience of the following essential criteria: Managing one or more services for the duration of its lifecycle, including resolving problems, continuous improvements and delivering an excellent user experience. Leading, supporting, inspiring teams or individuals and working collaboratively to achieve business objectives. Representing customers and championing user needs to influence the design of digital services. Being resilient with the ability to challenge and influence effectively at all levels. Click here for further guidance on writing a CV and personal statement. The sift is due to take place from Friday 14th February 2025. Interviews will be held from week commencing Monday 3rd March 2025. This interview will be conducted on site at DVLA, Swansea. Further details of which will be provided to you should you be selected for interview. We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates. If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done. The selection process will be designed specifically for the role. As a result, your assessment will include: an interview, presentation and a short verbal exercise. The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order 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. For further information on Success Profiles visit our Careers website. Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. If your application is successful but you have been dismissed from the Civil Service within the last 12 months, your application could be removed at the pre-employment checking stage. Use of Artificial Intelligence (AI) You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own. View our guidelines here. Reasonable Adjustments As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes. Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional. If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Document Accessibility If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGCommsdft.gov.uk for assistance. Further Information For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role. Pre-employment Checking Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government. 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. 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 : OCSD Recruitment Email : OCSDRecruitmentdvla.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 Role Profile Opens in new window (pdf, 227kB) Proffil Swydd Opens in new window (pdf, 250kB) Share this page Print Email Facebook Twitter LinkedIn GMail