Can you lead large, multi-site customer contact operations and ensure customers receive a consistently high-quality service across every channel – from phone and email to social media and digital channels? Have you successfully delivered customer contact strategies, driven operational performance, and used insight and data to shape service improvements at scale? Are you passionate about championing the voice of the customer, building high-performing teams, and embedding a strong customer focus into strategic and operational decision-making? If so, we’d love to hear from you! The Customer Service Centre sits at the heart of DVSA’s interaction with millions of customers each year and delivers a customer service operation that is both broad and deep. Our teams support a wide range of high-volume services, including practical and theory driving tests, vehicle services, Certificate of Professional Competence (CPC) enquiries, and specialist support for operators of heavy vehicles. This is not a single service or product offer; colleagues are trained across multiple skill sets and service areas, developing high levels of product knowledge over time. Operating across major sites in Swansea and Newcastle, we provide a fully multi-channel service, handling customer contact across phone, digital and emerging platforms. The Head of Customer Service Centre play a significant leadership role at DVSA, working across all DVSA services to ensure consistency, quality and continuous improvement. The Head of Customer Service Centre plays a critical role in making sure we gather customer insight, improve service delivery and supports DVSA’s wider mission to keep Britain’s roads safe while putting customers at the centre of everything we do. There is a significant opportunity to lead the Customer Service Centre through continuing change, including the expansion of webchat, social media and digital services, while also focusing on improving staff morale, colleague development and engagement. Enhancing the colleague experience is central to delivering an outstanding customer experience and sustaining high-performing teams. 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 Driver and Vehicle Standards Agency - Department for Transport Careers. The Head of Customer Contact leads DVSA’s customer contact operations, ensuring effective day-to-day delivery and driving strategic improvement. The role has three core priorities: running high-quality, resilient operations across telephone, email and WhatsApp; championing the voice of the customer through insight and data; and modernising customer contact services to support continuous improvement and better outcomes for customers. Your responsibilities will include, but aren’t limited to: Improving staff engagement by leading staff through change to adapt to new technology, buildings, and processes.Modernisation of the customer operation (IT, process, and ways of working), including new channels such as Web/Live Chat and Asynchronous Chat.Ensuring customer service accreditations (Customer Contact Association and Customer Service Excellence) are maintained. 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. Great line management 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 line managers to create teams where people can flourish and deliver excellent outcomes for the public. Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .