About the job

Job summary

At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.  

Do you have great attention to detail?

Are you an effective communicator and enjoy working collaboratively with colleagues? 

Have you got a passion for providing high quality customer service? 

If so, we’d love to hear from you!

Job description

As the Business Support Team Leader, you will work closely in a small, dynamic team managing and providing effective business support to the operational casework teams in accordance with an internal service level agreement. 

You will be responsible for effectively managing, training, coaching, and driving a team, taking responsibility and accountability for performance outcomes. You will have the opportunity to work with a variety of stakeholders and as part of a wider/remote working team.  

You will need to be a driven individual who thrives working within a fast-paced operational environment, providing and maintaining an excellent customer service. You will have strong attention to detail and a flair for analysing information. 

Responsibilities

Your responsibilities will include but will not be limited to:  

• Producing accuracy reports and undertaking accuracy reviews.
• Developing and maintaining working relationships with customers and stakeholders.
• Liaising with relevant parties within own and other business areas to ensure that the impacts of change/improvements are co-ordinated, communicated and understood.
• Supporting contract delivery by monitoring volumes and analysing queries raised by customers.
• Identifying, evaluating and monitoring systems/quality/issues/risks and advising managers/suppliers and stakeholders so that issues can be resolved in a timely manner .

For further information about the role please see the attached role profile.  

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’. 

This role will require you to work on-site at one of our designated offices. 

Occasional UK travel may be involved with this role, this will occur as and when required but you will be provided with full notice in advance. Some overnight stays may be included. 

Person specification

You will bring a positive, and pragmatic attitude to leading your team and achieving outcomes. You will take personal responsibility for your team's performance and their development, motivating, coaching and providing feedback to help them achieve their best. 

You will have good communication skills both verbally and in writing, with the ability to adapt your delivery to suit a wide variety of audiences both internally and externally. 

You will be someone who loves to work in collaboration with others. You can focus on achieving your own objectives but also love supporting others to do the same. You are a confident person who enjoys building solid working relationships at all levels.  

You will be pro-active, with a keen willingness to learn. A good team player, with the ability to work on your own initiative and under pressure.

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues.  

About Operational Delivery Profession 

 

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services. 

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. 

Benefits

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 average employer contribution of 27%, depending on rate of salary and 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.

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, Strengths and Experience.

How to Apply   

For this role you will need to submit a CV and personal statement of up to 1000 words.   

For your CV and personal statement, please provide detailed evidence of your experience of the following essential criteria:   

• Analysing and interpreting information to provide feedback and make recommendations.
• Great attention to detail, ensuring information is accurate and consistent to deliver a quality customer service.
• Stakeholder engagement skills and building strong working relationships.
• Excellent communication skills, both verbal and written with the ability to tailor these.

Click here for further guidance on writing a CV and personal statement. 

The sift is due to take place from Wednesday 22nd May 2024.

Interviews will be held from Tuesday 11th June 2024.

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.

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.  

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 you’re 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.grs@cabinetoffice.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 DRGComms@dft.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 applicant’s 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.