About the job

Job summary

Are you passionate about promoting and embedding continuous improvement practices?

Do you have a talent for coaching and developing people to achieve the best outcomes?

Can you communicate confidently and effectively to a varied audience?

If so, we’d love to hear from you!

Job description

As a Quality Improvement Coach, you will be responsible for the development, deployment and adherence of the Customer Service Centre (CSC) Quality Model, including production of the quality monitoring and measuring tools. You will monitor quality, process and customer experience compliance across all channels (emails, calls, chat and social media). Leading levelling/calibration sessions and providing quality coaching and mentoring to Customer Service Centre Team Leaders.

The successful candidate will ensure that quality and customer satisfaction data is used to identify potential training issues, individual and team areas for improvement and reference material updates. Contributing to embedding continuous improvement practices across the CSC network.

Using data gathered, provide feedback and suggestions to the CSC for service improvements. This will ensure we are improving the customer experience with a view to providing first contact resolution.

Responsibilities include, but are not limited to;

• Develop, build and deploy a Customer Service Centre Quality Model, which meets the requirements of the centre and network.
• Production & deployment of performance/quality monitoring & measuring tools, providing support and coaching to all managers.
• Conduct Quality Monitoring sessions with Team Leaders monthly to ensure consistency of approach and deployment of quality monitoring, including use of quality evaluation forms and scoring matrix.
• Conduct and lead levelling/calibration sessions for all managers to ensure a consistent quality improvement approach and drive best practice behaviours within the centres, across all channels.

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

Person specification

We are looking for a motivated individual who has an excellent understanding and knowledge of Customer Service Quality Models and the best practices which underpin them. You are passionate about coaching and developing others, to achieve the best results.

You can demonstrate experience in a quality role, within a modern multichannel Customer Service Centre environment, handling telephone, email, post and web traffic to cover a range of transactions from simple enquiries to highly complex legislative requirements.

You have exceptional communication skills and can present information and explain changes to your audience effectively, tailoring your approach and checking understanding. You take pride in your work and pay close attention to detail, understanding how the finer points make a difference the wider picture. You have proven organisational and planning abilities, alongside effective problem solving and decision-making skills. 

You are confident when being challenged and respond in a professional manner, ensuring the information you provide is accurate and relevant. You are numerate and analytically confident and can easily provide solutions and recommendations to others.

Your enthusiastic and ‘can do’ attitude means you are pro-active and always striving for continuous improvement and positive results.

Additional Information

This role can be based in Newcastle or Swansea, your presence at one of these locations 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.

It will be necessary to travel throughout Great Britain, including occasional nights away from home. You will be expected to visit sites at Newcastle or Swansea. 

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.

How to Apply 

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:

• Your understanding of Customer Service Quality Models and best practice.
• Your experience of a quality role within a modern multichannel Customer Service Centre environment, handling telephone, email, post and web traffic to cover a range of transactions from simple enquiries to highly complex legislative requirements.
• Your numeracy and analytically skills and the ability to guide solutions and present recommendations to management.
• Your excellent, effective communication skills (written & oral) including producing and delivering presentations.
• Your proven organisational / planning abilities alongside effective problem solving and decision-making skills.

Your personal statement will be limited to a maximum of 1250 words.

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

• an interview and a presentation.

The sift is due to take place 25 - 26 April 2024.

Interviews are likely to be held week commencing 13 May 2024.

This interview could be conducted via a video interview, 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.

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.

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.

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.

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 as you may be assessed against any of the criteria recorded within.

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.