About the job

Job summary

Are you an experienced leader who encourages others to excel and are passionate about continuous improvement? 

Could you lead on statistical delivery? 

Do you strive to produce accurate and informative responses to customers? 

If so, we’d love to hear from you!

Job description

The successful candidate will be required to lead by example while managing a team of Correspondence Administrators. Providing performance feedback, aiding personal development and keeping staff motivated and engaged. Through checking correspondence, you will quality assure and add value to customer responses, preventing escalations where possible, ensuring staff provide high quality replies within agreed response times for any of the products handled by the team.

You will work closely with fellow management to ensure a consistent service is delivered, looking for continuous improvement opportunities. You will also be required to respond to handle Compensation Claims and perform additional tasks on an ad-hoc basis, such as authorising refunds and out of pocket expense claims, facilitating meetings and producing statistics for senior managers.

You will also lead in the delivery of statistical data to internal and external stakeholders.

Responsibilities

Responsibilities will include but are not limited to:

• Managing people and their performance by reviewing objectives and delivering performance management reviews.
• Providing coaching and guidance to staff to help support their delivery of objectives.
• Supporting ongoing continuous improvement and focusing on the potential opportunities to do so.
• Building relationships with both Internal and External Stakeholders.
• Ensuring high quality replies within the agreed response times.
• Leading on statistical delivery when providing details to stakeholders. As well as utilising the data to aid management to plan and schedule workflow.

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

Additional information 

This role will be based in Nottingham, where 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 expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this. 

Some travel will be required for staff management; this would always be planned and scheduled.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidate to be able to work at least 32 hours 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.

Person specification

We are looking for individuals who have: 

• Experience in managing a successful team.
• Experience of leading by example through change.
• A passion for Customer Service.
• IT systems knowledge.
• Great Team working skills. With the ability to work across teams and with various levels.

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.

As part of the application process you will be asked to provide a CV and Personal Statement. Further details around what this will entail are listed on the application form.   

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

• Experience of working with others, across teams and at various levels.
• Staff management experience.
• Customer service experience, preferably correspondence related.
• Experience with dealing with statistical data for trend analysis.

Your personal statement will be limited to a maximum of 1000 words.  

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

• An interview.

The sift is due to take place from Wednesday 10th July 2024.

Interviews are likely to be held from Wednesday 24th July 2024.

This interview could be conducted via a video interview or face to face at our Nottingham office. Further details of which 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.

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.