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.  

Have you got experience in resource planning with the ability to forecast customer demand across different services?

Are you passionate about optimising workforce efficiency?

Do you have an exceptional eye for detail and a desire to drive performance improvements?

If so, we have an exciting opportunity to lead our Service Performance Team within our award-winning Contact Centre and we'd love to hear from you! 

Job description

This role involves overseeing the aggregation, monitoring, and comprehensive analysis of all customer interactions (phone calls, emails, web chats) alongside business performance forecasts.

We seek a highly analytical individual adept at providing expert insights and guidance to stakeholders across the Contact Centre and wider Agency. Proficiency in analysing, interpreting, and presenting diverse data sets is essential. Strong communication skills are crucial for articulating findings and recommendations, particularly to senior management and various stakeholders. Effective stakeholder engagement and management are key, as understanding customer needs is paramount. Additionally, candidates should possess excellent interpersonal skills and the ability to influence others.

Responsibilities

Responsibilities will include but are not limited to:

• Capturing, monitoring and analysing all statistical data needed to support accurate short, medium, and long-range forecasting on all Contact Centre customer contacts (telephone, email, webchat).
• Using the Forecasting and Scheduling analysis undertaken by your teams, recommending the appropriate staffing levels, shift patterns and skills needed to serve customer demand to agreed Service Level Agreements.
• Continuously overseeing the real-time management of business performance, recommending changes to address and improve service levels as appropriate.
• Ensuring that the team’s workload is managed effectively to deliver against your customer’s requirements. Leading your teams by setting direction and priorities, ensuring the completion of all Forecasting and Scheduling analysis is produced to agreed quality and timescales targets.
• Developing excellent working relationships with all internal Contact Centre customers and through these establish a detailed understanding of their individual requirements. Embedding a customer mindset/culture across your teams.

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

Additional information

The Contact Centre opening hours are between the hours of 8:00 – 19:00 (Monday – Friday) and 8:00 – 14:00 Saturday. You will need to be adaptable and flexible, adjusting to the requirements of the role as and when business needs arise, as you will be required to occasionally work flexibly between these hours.

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 be based in Swansea, and we will be operating a hybrid working model that allows you to work between home and on-site giving you greater flexibility about where and when you work, subject to business needs and this also allows for ongoing support, development, and collaboration with colleagues.  

Therefore, the expectation is that you will spend a minimum of 60% of your working time based at your principal workplace (DVLA). We would encourage you to discuss the working arrangements for this role with us during the recruitment process. 

Person specification

You will come to us with experience in resource planning and have the ability to forecast customer demand across different services. 

With your strong analytical skills, you will be comfortable and capable of analysing, interpreting and presenting extensive and diverse data sets. You will have excellent stakeholder management skills, with the ability to establish and maintain effective working partnerships at all levels.

You must have a collaborative style and be able to bring others together to achieve shared outcomes. You enjoy influencing others, encouraging them to make the right decisions in line with the business and departmental requirements. You will be a strong communicator, comfortable and articulate when presenting findings and recommendations to your customers.

You will lead from the front and will inspire your team to provide a first-class service. You will have the ability to coach and mentor your team to achieve performance and quality objectives to ensure both customer and business needs are met. You will be passionate about supporting and developing your team to achieve their goals.

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 and Experience.

For this role you will need to submit a CV and personal statement of up to 1250 words.   

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

• Resource planning with the ability to forecast customer demand across different services and scheduling the correct number of resource with the required skills to serve this demand to agreed service levels.
• Strong analytical skills, accuracy, and strong attention to detail, able to carry out in-depth analysis on a variety of different data sources, pulling them together to provide a holistic overview of customer demand and business performance.
• Able to interpret, model and visualise significant amounts of data, producing clear user-friendly feedback around your findings, including recommendations for improvements which will need to be presented to audiences including Senior Managers.
• Strong stakeholder management skills, able to develop excellent working relationships with your customers and through these establish a detailed understanding of their individual requirements.
• Ability to lead and develop your team to maximise their performance and capability to support the provision of excellent services to all their customers.

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

The sift is due to take place from Tuesday the 4th of June 2024.

Interviews will be held from Thursday the 20th of 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.