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Recruitment Marketing Partner at Department for Transport (DfT), United Kingdom
417986 Contact Centre Head of Operations
Driver and Vehicle Licensing Agency
Apply before 11:55 pm on Wednesday 13th August 2025
Salary: £54,857 - A Civil Service Pension with an employer contribution of 28.97%
Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time
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.
As the role holder will be responsible for leading around 500 staff, we are looking to recruit an individual with senior contact centre leadership experience, who has strong coaching and analytical skills to implement and drive strategic change to deliver a first-class customer experience.
The role will require you to lead and manage all aspects of the Contact Centre operations to achieve all business targets through the effective use of resources and engagement of staff.
You will work closely with the Head of the Contact Centre to formulate and lead on strategy and empower and coach managers through change. For the role you will need strong communication skills to understand and listen to concerns from all levels and build solutions into the business’ strategy, enabling managers to understand, implement and deliver the service efficiently. It is therefore crucial that you are confident analysing data to drive continuous improvements and can build strong relationships quickly to influence and drive the contact centre through change as it moves into a digital space.
Top Responsibilities
* Contributing to and supporting the Agency’s strategic, organisational and cultural change programmes, providing subject matter expertise. Creating an environment to allow for open and positive communication through strong leadership skills
* Leading and managing the Contact Centre operations ensuring continuous improvement, enhance stakeholder engagement and cultural development
* Leading and managing the Contact Centre operations to ensure a quality service utilising a broad range of management tools and ensuring staff engagement and staff satisfaction
* Building collaborative and effective relationships with stakeholders driving high levels of engagement
* Forecasting, scheduling and real time management of a large Contact Centre operation; ensuring Best in Class customer service
* 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 employer contribution of 28.97%, depending on 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
* A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.
About you
* For this role you will be a skilled leader and able to think strategically to deliver continuous improvements to the customer service we deliver.
* You will build excellent working relationships with stakeholders to achieve progress on business objectives.
* You will be approachable and receptive to new ideas.
* You will understand the impact actions have on an organisation and inspire and motivate teams to be fully engaged in their work, ensuring everyone clearly understands their responsibilities and business priorities.
* With solid experience of coaching and developing others, you will empower people to deliver high performance.
* The role will lend itself to someone who can build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction.
How to Apply
Read the full job description and apply here https://bit.ly/3UpJpaJ
This vacancy closes at 23:55 on Wednesday 13th August 2025
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Business Development and Management
* Industries
Government Administration
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