Are you a strategic individual with experience of leading a large customer service operation?
Do you enjoy working in a fast-paced, customer focused environment?
Do you thrive on creating and leading a coaching culture environment to achieve results?
Do you enjoy implementing new technology?
If so, we’d love to hear from you!
Working as part of the Corporate Affairs, the main purpose of this role is to manage within the Customer Service Centre and manage the technology that supports the delivery of the centre.
It will be your responsibility for the development of the people, systems and processes to meet both customer and business needs.
As the role holder, you will be supporting BAU and working with DVSA programs to shape the CSC for the future whilst maintaining the CCA and CSE standards.
Responsibilities include but are not limited to:
* Management responsibility within the Customer Service Centre, ensuring that agreed service standards are delivered, efficiencies maximised and customer satisfaction maintained.
* Evolve customer service strategy within the Customer Service Centre environment.
* Process definition, implementation and management of all business processes within the Customer Service Centre, paying particular attention to close working with project teams to ensure Customer Service Centre resource is in place and capable for all changes in business process necessitated by new projects.
* Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
* Work in collaboration with other managers across all functions for the good of DVSA and to create a high performing and well respected Agency.
* Work with Service & Product Managers to develop services and procedures for Operations.
* Work with External Customers when necessary to build relationships proactively use feedback for process improvement.
For more information about the role and responsibilities please see the attached Candidate Pack.
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About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .