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 a strategic individual with experience of leading a large customer service operation?
Do you enjoy working in a fast-paced, customer focused environment?
Do you thrive on creating and leading a coaching culture environment to achieve results?
Can you analyse and interpret data to inform and implement change?
If so, this could be the role for you! We�re looking for a Head of Operations to lead our vibrant team in the DVLA Contact Centre!
Job description
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.�
Responsibilities
Responsibilities include but are not limited to:��
1. Contribute to and support the Agency�s strategic, organisational and cultural change programmes, providing subject matter expertise. Create an environment to allow for open and positive communication through strong leadership skills
2. Lead and manage the Contact Centre operations ensuring continuous improvement, enhance stakeholder engagement and cultural development
3. Lead and manage the Contact Centre operations to ensure a quality service utilising a broad range of management tools and ensuring staff engagement and staff satisfaction
4. Build collaborative and effective relationships with stakeholders driving high levels of engagement
5. Forecasting, scheduling and real time management of a large Contact Centre operation; ensuring Best in Class customer service�
For an in-depth insight into the role please see the attached Role Profile.
Additional information��
This role will require you to work on-site at our Swansea Vale office.��
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�.�
Person specification
6. For this role you will be a skilled leader and able to think strategically to deliver continuous improvements to the customer service we deliver.
7. You will build excellent working relationships with stakeholders to achieve progress on business objectives.
8. You will be approachable and receptive to new ideas.
9. 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.
10. With solid experience of coaching and developing others, you will empower people to deliver high performance.
11. 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.
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�
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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.�
Behaviours
We'll assess you against these behaviours during the selection process:
12. Communicating and Influencing
13. Leadership
14. Delivering at Pace
15. Managing a Quality Service
16. Developing Self and Others
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits.�
17. Best in class learning and development tailored to your role��
18. An environment with flexible working options where we encourage a great work-life balance�
19. Generous average employer contribution of 27%, depending on rate of salary and chosen pension scheme�
20. 25 days holiday, increasing by one day each year up to 30 days pro rata�
21. Access to the staff discount portal�
22. 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 for further information.���
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