About the job

Job summary

At the Driver and Vehicle Licencing 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 excellent leadership qualities, with an ability to inspire vibrant teams within an operational area?

Do you enjoy building lasting relationships with stakeholders? 

Have you got the passion for developing a customer focused culture? 

If so, we would love to hear from you!

This is an exciting opportunity to influence how we deliver services across our business and to help make a difference to the experience of our customers!

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. With over 50 million driver records and over 40 million vehicle records, the opportunity to work at this scale is unrivalled across the region. Our services generate billions in revenue and make a difference to the lives of 9 out of 10 households in the UK. 

Whether a Contact Centre Operational Customer Service Leader or Drivers Medical Operational Leader; you will provide effective leadership and management to our operational teams, utilising all available resources to meet the priorities of the business and delivering a service that meets the needs of our customers.

We are looking for ambitious, committed, and proactive individuals to lead operational areas in a customer focused environment. You are joining a fast pace operational area where highly motivated teams successfully deal with large volumes of customer interactions whether that be by phone or correspondence. For both roles you will be an inspirational and motivational leader responsible for leading your Team Leaders this means development of their individual teams. For Contact Centre this means answering inbound customer enquiries from the British public; for Drivers Medical this means processing incoming correspondence from members of the public or 3rd parties to make effective and sound licensing decisions.

Responsibilities

Key accountabilities of the role include:

• To effectively manage and lead your area building a performance culture, taking responsibility and accountability for Performance outcomes.
• To monitor and analyse Operational performance data for your respective area in order to make recommendations and to plan to support business delivery considering the impact on the wider business.
• To oversee/accountable for Performance, Conduct and Attendance processes and ensure they are adhered to and acted on timely in your role as Decision Manager,  Appeals Officer or Investigating Manager.
• To lead in building the capabilities of your team in managing change in the workplace, raising the awareness of the digital agenda and how we can lead/manage/communicate/support staff through periods of change.
• To effectively lead and drive and coach the delivery of performance, Quality of Service within your command area, being responsible and accountable for creating an environment to deliver operational excellence, and drive continuous improvements
• To effectively lead creating a strong direction, displaying the desired behaviours, fulfilling duties and responsibilities to contribute as a productive member of Operations, driving these behaviours through inspirational leadership.
• To be personally responsible and accountable for your own behaviours, actions and development as a DVLA employee and Civil Servant.
• Adhere to Health & Safety Policies, Data Protection, Security Policies and understand relevant employment law.
• Effectively leading your command area by:

1. Creating a performance culture, taking responsibility and accountability for performance outcomes.
2. Supporting the achievement of key performance targets, performance and quality standards.
3. Achieving internal targets and standards.
4. Continuously improving efficiency and effectiveness.
5. Effectively managing risks.
6. Supporting the delivery of Electronic services.
7. Supporting the delivery of change across the Agency.

• Effectively leading, driving and coaching the delivery of performance and quality of service within your command area, being responsible and accountable for real time performance and analysing historic performance data for your respective area making recommendations to improve business delivery.
• Developing the capabilities of your team through recognition of achievements, developing talent and creating an environment where people can deliver operational excellence and drive continuous improvements.

For a full list of responsibilities, please refer to the Role Profile.

Additional information  

This role will require you to work on-site at our Birmingham office, located in Birmingham City Centre, which is near 2 railway stations.  

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 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'.

Contact Centre

Our operating hours are between 8am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm, therefore various shifts will be available within these times. A standard full time employee will work 8 hours over 4 days and 5 hours on 1 day. 

Drivers Medical 

Our operating hours are between 7am and 6pm Monday to Friday. A standard full time employee will work 8 hours over 4 days and 5 hours on 1 day. 

You will be expected to work full time hours during the initial training period, which will generally take place Monday to Friday, between the hours of 8am and 4pm. Please be advised the training period will be up to 4 weeks.

Occasional travel may also be required within the UK, with possible overnight stays, however full notice will be provided. 

Person specification

To be successful in this role you will be a confident individual with a strong operational focus, putting the customer at the heart of everything you do.

You will be resilient, responding positively to challenge and have the ability to adapt your communication style to engage with stakeholders at all levels.

You’ll have excellent leadership skills, working with team members to set priorities, create clear plans and manage all work to meet the needs of the customers and the business. As a leader, you will need to develop an innovative culture; where shared vision, collaboration, and learning from mistakes enable continuous improvement. 

Risk management skills are key in achieving goals in-line with short and long-term business priorities whilst delivering and influencing transformational change.

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

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.

How to Apply 

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:  

• A drive to continually improve our customer’s experience, creating an environment where ideas are generated and taken forward.
• Resilience under pressure in a fast paced and sometimes unpredictable operational environment
• A track record of successfully enhancing team performance levels, monitoring, and analysing performance data to make recommendations
• Ability to lead teams through change and how you influence a positive outcome 

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

The sift is due to take place week commencing 22nd April 2024.

Interviews will be held from week commencing 7th May 2024.

This interview will be conducted on site at DVLA, Birmingham. Full 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 and presentation.

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

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.  

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.