About the job

Job summary

Are you an influential leader with a passion for customer service?

Do you enjoy coaching and developing others to reach their full potential?

Would you like the opportunity to work somewhere that makes a real difference to road safety in Britain?

If so, we are looking to recruit a Customer Service Centre Team Leader to join us at the Driver and Vehicle Standards Agency (DVSA) and we’d love to hear from you!

Job description

The Customer Service Centre Team Leader is responsible for achieving targets and service level agreements within the Customer Service Centre. They will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications. Regular feedback on performance is required to ensure standards are adhered to.

The post holder will work closely with the virtual management team to ensure a consistent service is delivered across the centre.

The main duties and responsibilities of the role include, but are not limited to:

• Managing people and performance using CSC and agency guidance
• Taking ownership of team and individual development by identifying capability needs and consistently achieving development objectives
• Confidently handling challenging conversations or interviews
• Investigate and respond to customer complaints within agreed timescales and standards
• Ensuring that levels of service are maintained and flagging up risks or concerns in order to meet customer requirements
• Recognise, respect and reward the contribution and achievement of others
• Monitor team performance against targets and service level agreements and take appropriate action to ensure that performance is maintained
• Ensure monitoring of calls, emails and social media is conducted to the agreed level and provide timely feedback to staff through coaching sessions

For more information about the role and responsibilities please refer to the Candidate Pack attached.

Person specification

• We are looking for a motivational and influential leader, with the ability to lead from the front and drive others to reach shared goals, while bringing a positive, and pragmatic attitude to leading the team and achieving outcomes.
• Analysing data and MI is something you enjoy doing, helping you to identify trends and factors to improve performance and operational activity.
• Your excellent communication and interpersonal skills, mean you are able to interact with others in an engaging and enthusiastic way.
• You quickly build rapport and build meaningful relationships. You can deal with conflict confidently and can handle challenging conversations professionally and with sensitivity.
• Your fantastic planning and organisational skills give you the ability to excel in a fast-paced environment, often coordinating multiple and conflicting priorities to time and of a high standard.

Additional Information.

There may be a requirement to travel to other DVSA locations on occasion.

This role will be based in Swansea, your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our current expectation is that you will spend a minimum 50% of your time at your base location. Visits to other DVSA sites or work locations count towards the 50%. Please be aware there is a Civil Service wide expectation to increase office attendance to 60% and we are working on our implementation plan.

Whilst we welcome applications from candidates seeking part time/flexible working hours, there will be a business requirement for candidates to work a minimum of 32hours per week over 5 days.

Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

About Us

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.

We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

• make roads safer
• improve services for our customers
• make road transport greener and healthier
• harness the potential of technology and data
• grow and level up the economy

We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.

We pride ourselves as being an employer of choice and welcome and encourage applications from everyone, such as ethnic minorities, women, disabled people and those who identify as LGBT+.

To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.

Benefits

• An environment with flexible working options where we encourage a great work-life balance
• Exceptional pension with an employer contribution of an average of 27%
• Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
• Latest IT and Tech devices
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
• Excellent learning and development tailored to your role including paid apprenticeships up to Masters level
• Wide range of discounts schemes on high street names
• Employee assistance program for health and wellbeing
• Cycle to work scheme and Gym membership offers
• For more information see visit our careers page

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.

The sift is due to take place on 22nd & 23rd January 2024

Interviews are likely to be held on the week commencing 5th February 2024

This interview will be conducted in person, in our office in Swansea. Further details will be provided to you should you be selected for interview.  

We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.

How to Apply 

As part of the application process you will be asked to complete a personal statement, as well as 2 behaviour statements. Further details around what this will entail are listed on the application form.

For your Personal Statement, please provide detailed evidence of the following:

• Your experience of coaching and providing feedback to staff
• Your experience of using MI to improve team and individual staff performance
• Your experience in prioritising workloads to aid productivity

For your behaviour examples please provide evidence of when you have demonstrated the following behaviours:

• Leadership
• Communicating and Influencing

Your Personal Statement will be limited to 750 words. Each behaviour example will be limited to 250 words. 

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour which is Leadership. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

The selection process will be designed specifically for the role. As a result, your assessment will include: 

• An interview

If you would like to find out more about what it’s like to work for DVSA and how to apply, we will be holding virtual sessions to find out more. Please click here to secure your place at one of our upcoming events. 

You’re encouraged to become familiar with the candidate pack attached, as you may be assessed against any of the criteria recorded within.

The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate 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.

You can read more about Success Profiles 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 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.