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 an experienced operational support leader with a track record of successfully leading teams by monitoring and managing performance?

Do you have the drive to work in Output Services Group (OSG) managing high value contracts?

Are you passionate about providing a positive customer experience?

If so, we would love to hear from you! 

Job description

We are looking for an experienced operational support leader to join the OSG senior operational leadership team. You will fully support and drive our Business Plan and strategic agenda, advocating and facilitating change, digitisation and modernisation. This is an industrial environment, where stakeholder engagement with third party suppliers of industrial machinery will be key element of the role. The work of your teams will involve the use of card production, print and mailing functions, Ricoh Process Director, and Jira, to support the testing of output applications that align our services to the expectation of both customer & supplier.

You will oversee change, card management, and stakeholder engagement, upholding and promoting our customer service ethos to ensure that a professional, reliable and cost-effective service is consistently received.

This role carries line management responsibility of 4 people, and overall responsibility for approximately 20 people. You will play a pivotal role in improving efficiencies in the workplace and engagement levels within the team. You will promote a culture of collaborative working, and ensure your team has the resources they need to perform to consistently high standards. This team is involved in the final stages of the process before the products reach the customers and we take great pride in ensuring they receive only the highest quality.

OSG provides an operational services 24hrs 5 days per week (Sunday night 10pm to Friday night 10pm). You may be required to attend one of two locations within Swansea during any time period in which the service is provided. On occasion you will be required to travel to other locations which could include overnight stays. You may also have the opportunity to travel overseas, which is currently estimated to be a maximum of twice annually.

This is an exciting, varied role within a critical function of the DVLA. It can be fast-paced and unpredictable, no two days will be the same. You will join a close-knit, supportive team and be encouraged to develop in your role and achieve your potential.

Responsibilities  

Your responsibilities will include but will not be limited to: 

• Leading the unit/teams to support the achievement of key performance targets, performance and quality standards.
• Effectively leading, driving and coaching the unit/teams by promoting changes, and leading teams through the change process.
• Ensuring effective contract management is in place to achieve value for money throughout the contract’s lifecycle.
• Providing strategic and operational direction, developing and maintaining good working relationships internally and externally.

For further information about the role please see the attached role profile. Please click here for the Word document and here for the PDF.

Additional Information  

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’. 

This role will be based in Swansea, and we will be operating a hybrid working model that allows you to work between home and on-site giving you greater flexibility about where and when you work, subject to business needs and this also allows for ongoing support, development, and collaboration with colleagues. 

Therefore, the expectation is that you will spend a minimum of 60% of your working time based at your principal workplace (DVLA). We would encourage you to discuss the working arrangements for this role with us during the recruitment process. 

Person specification

You are a capable, aspiring manager who encourages collaboration and manages performance to enable people to reach their potential. You can manage and drive strategic development and change processes, while recognising that change happens by engaging people at each stage.

Experienced in strategic, high-value contract and supplier relationship management, you are passionate about providing exceptional customer service and look to continually improve and exceed expectations. You have the ability to drive compliance and maintain the quality of service provisions, both internally and on behalf of several key customers, including other government departments. Therefore, you will need a continuous improvement focus to ensure continued delivery of a cost-effective service.

You are an articulate, compelling communicator with excellent written and verbal skills. You are able to negotiate, influence and skilfully challenge senior stakeholders, demonstrating consistent professionalism and resilience under pressure.

Problem solving comes naturally to you, and you actively seek innovative solutions. You can use information along with your expertise to make decisions and provide sound advice.

You may have knowledge of Card Production, Print and Mailing functions, Ricoh Process Director, and Jira. You will be supported to develop an understanding of these if you are not yet familiar with them.

Due to the nature of the role and the requirement to travel to various locations, you must hold a full UK driving licence.

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. 

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, Strengths and Experience.

As part of the application process, you will be asked to complete a CV and Personal Statement (1250 words). 

For your CV and Statement of Suitability, please provide detailed evidence of your experience of the following Essential Criteria:   

• Managing strategic high-value contracts.
• Operational delivery in a fast-paced environment.
• Developing and maintaining relationships with key stakeholders, managing challenge and influencing key decisions.
• Guiding a team through structural, cultural or operational change.
• Promoting collaborative working to achieve consistently high standards.

Click here for further guidance on writing a CV and Statement of Suitability. 

The sift is due to take place on 5th July 2024.

Interviews will be held week commencing 22nd July 2024.

This interview will be conducted face to face at one of our designated offices, 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.

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

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.

To inform us what changes or help you may need during the recruitment process, please complete the question within your application form which asks “Will you require a reasonable adjustment during the application or interview/assessment stages?”   

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.