Details
Reference number
429411
Salary
£35,663
A Civil Service Pension with an employer contribution of 28.97%
GBP
Job grade
Higher Executive Officer
Contract type
Permanent
Business area
DVLA - Operations and Customer Service Directorate
Type of role
Contact Centre
Operational Delivery
Working pattern
Flexible working, Full-time, Job share, Part-time
Number of jobs available
3
Contents
* Location
* About the job
* Benefits
* Things you need to know
* Apply and further information
Location
Swansea
About the job
Job summary
Can you effectively manage a team?
Do you enjoy delivering exceptional customer service?
Are you a strong communicator who can filter important information down to your team?
If so, we'd love to hear from you
Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles.
Joining our department comes with many benefits, including:
* Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
* 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King's birthday
* Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below
Find out more about what it's like working at DVLA:
* Driver and Vehicle Licensing Agency - Department for Transport Careers
Job description
The purpose of this role is to lead and manage operational managers and teams to deliver targets through effective use of resource and engagement of staff. To support business improvements and to deliver best-in-class customer service in a people focused environment that champions Recognition, Involvement, Development and Support for all.
Your responsibilities will include, but aren't limited to:
* To effectively manage and lead your command area building a performance culture, taking responsibility and accountability for Performance outcomes.
* To monitor and analyse Operational performance data for your respective area
* To oversee/accountable for Performance, Conduct and Attendance processes and ensure they are adhered to and acted on
* To lead in building the capabilities of your team in managing change in the workplace
* To effectively lead and drive and coach the delivery of performance
Great leadership is important to us as an organisation, and we will equip and support line managers to develop the skills they need.
We aim to empower leaders to create teams where people can flourish and deliver excellent outcomes for the public.
For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
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.
Working hours, office attendance and travel requirements
Full time roles consist of 37 hours per week.
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 30 hours per week.
Dependant on the area you will be working within, this role may be suitable for hybrid working. This is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements. Two of the three roles advertised are suitable for hybrid working, while the other is based in the office full time. Offers will be made in merit order.
The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.
If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).
Additional Information
The Contact Centre's current operating hours are between:
* 8am and 7pm Monday to Friday and 8am and 2pm on Saturdays.
You will be expected to work full time hours in your designated workplace during the initial training period (up to 8-10 weeks) which will generally take place Monday to Friday,between the hours of 8am and 6pm.
Following the initial training period, you will work a flexible shift pattern within the hours of 8am and 7pm Monday to Friday, and 8am and 2pm on Saturdays.
A standard full-time employee will work 8 hours over 4 days and 5 hours on 1 day.
You will be allocated a day off during Monday to Friday if you work on a Saturday. Shifts are provided on a rolling weekly basis, 11 weeks in advance.
If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).
Visa Sponsorship
Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.
Behaviours
We'll assess you against these behaviours during the selection process:
* Making Effective Decisions
* Leadership
* Communicating and Influencing
* Changing and Improving
Benefits
Alongside your salary of £35,663, Driver and Vehicle Licensing Agency contributes £10,331 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
* Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
* 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
* 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday.
* Access to the staff discount portal.
* Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department
* 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
* Flexible working options where we encourage a great work-life balance.
Find out more about the benefits of working at DfT and its agencies .
Things you need to know
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
How to apply:
Our selection process ensures a comprehensive assessment of each applicant's skills, and potential fit within our organisation.
The selection process for this role will be:
Stage 1: Sift of CV and personal statement
Stage 2: Interview
You must be successful at each stage to progress to the next stage.
Stage 1: Sift
As part of the application process, you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.
At sift, you will be assessed against the following Success Profile elements:
Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (750-word count). Please provide evidence of your Experience of the following:
* Creating an environment where people can successfully deliver high quality outcomes that meet the customers' needs and a drive to continually improve our customer's experience and business performance.
* Drive a positive culture of praise and recognition, and the ability to effectively manage conflict, misconduct and non-inclusive behaviour.
* A track record of successfully leading teams through change, effectively communicating with colleagues and stakeholders to achieve positive outcomes.
The sift will take place from Friday 17th October 2025.
Stage 2: Interview
At interview stage, you will be assessed against the following Success Profile elements:
* Behaviours – Making Effective Decisions, Leadership, Communicating and Influencing and Changing & Improving
* Strengths
* Experience
The interviews are likely to take place week commencing Monday 3rd November 2025.
This interview will be conducted in person at our Swansea office. Further details will be provided to you should you be selected for interview.
You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site .
Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.
Further information on the selection process
We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.
AI Tools and Platforms
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our for more information on appropriate and inappropriate use.
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 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 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.
If your application is successful but you have been dismissed from the Civil Service within the last 12 months, your application could be removed at the pre-employment checking stage.
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)
* 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
Working for the Civil Service
The Civil Service Code 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 .
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.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
* Name : OCSD Recruitment Team
* Email :
Recruitment team
* Email :
Further information
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email:
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here