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.  

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?

Can you analyse and interpret data to inform and implement change?

If so, this could be the role for you! We’re looking for a Head of Operations to lead our vibrant team in the DVLA Contact Centre!

Job description

The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.

As the role holder will be responsible for leading around 500 staff, we are looking to recruit an individual with senior contact centre leadership experience, who has strong coaching and analytical skills to implement and drive strategic change to deliver a first-class customer experience.

The role will require you to lead and manage all aspects of the Contact Centre operations to achieve all business targets through the effective use of resources and engagement of staff.

You will work closely with the Head of the Contact Centre to formulate and lead on strategy and empower and coach managers through change. For the role you will need strong communication skills to understand and listen to concerns from all levels and build solutions into the business’ strategy, enabling managers to understand, implement and deliver the service efficiently. It is therefore crucial that you are confident analysing data to drive continuous improvements and can build strong relationships quickly to influence and drive the contact centre through change as it moves into a digital space. 

Responsibilities

Responsibilities include but are not limited to:  

• Contribute to and support the Agency’s strategic, organisational and cultural change programmes, providing subject matter expertise. Create an environment to allow for open and positive communication through strong leadership skills
• Lead and manage the Contact Centre operations ensuring continuous improvement, enhance stakeholder engagement and cultural development
• Lead and manage the Contact Centre operations to ensure a quality service utilising a broad range of management tools and ensuring staff engagement and staff satisfaction
• Build collaborative and effective relationships with stakeholders driving high levels of engagement
• Forecasting, scheduling and real time management of a large Contact Centre operation; ensuring Best in Class customer service 

For an in-depth insight into the role please see the attached Role Profile.

Additional information  

This role will require you to work on-site at our Swansea Vale office.  

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’. 

Person specification

• For this role you will be a skilled leader and able to think strategically to deliver continuous improvements to the customer service we deliver.
• You will build excellent working relationships with stakeholders to achieve progress on business objectives.
• You will be approachable and receptive to new ideas.
• You will understand the impact actions have on an organisation and inspire and motivate teams to be fully engaged in their work, ensuring everyone clearly understands their responsibilities and business priorities.
• With solid experience of coaching and developing others, you will empower people to deliver high performance.
• The role will lend itself to someone who can build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction.

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. 

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.

How to Apply   

As part of the application process, you will be asked to complete a CV and personal statement of up to 1250 words. 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:   

• Leading on business and people strategy and leading people through change
• Working as a senior manager in a fast-paced contact centre service environment with a capacity of over 250+ staff 
• Analysing and interpreting data to make recommendations and inform decisions
• Achievement of best in class / high performance through strong leadership and development of a strong coaching culture environment with senior managers 

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

The sift is due to take place from Thursday 30th May 2024.

Interviews will be held from week commencing Monday 17th June 2024.

This interview will either be conducted via a video interview or 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: 

•              Presentation and 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.