Overview
Are you passionate about delivering exceptional customer service and supporting user-centred research? Do you have excellent interpersonal skills and the confidence to communicate at all levels? Can you organise and collate information from multiple sources effectively? This is a fantastic opportunity for someone who wants to work in a varied role where no two days are the same. The role offers exposure to a wide range of stakeholders, enabling you to build relationships across the Driver and Vehicle Licensing Agency (DVLA).
DVLA plays a vital role in keeping Britain’s roads safe and efficient. We are responsible for the registration and licensing of drivers in Great Britain and vehicles across the UK, as well as the collection and enforcement of Vehicle Excise Duty (VED). Our work ensures that only qualified drivers and correctly taxed vehicles are on the road. We issue photocard driving licences and vehicle registration certificates, record driver endorsements and medical conditions, and take enforcement action against tax evaders. We also register and issue tachograph cards, sell personalised registrations, and support law enforcement by providing crucial data to police and intelligence services. We offer anonymised data services to authorised users, helping inform public and private sector decision-making. At DVLA, we are committed to delivering services that are simple, secure, and efficient, making a difference to millions of people every day.
Joining our department comes with many benefits, including an employer pension contribution and generous annual leave. We offer flexible working options to support a strong work-life balance.
Role and responsibilities
The Senior Customer Service Excellence (CSE) and Research Support role is pivotal in maintaining DVLA’s CSE accreditation and ensuring our continued commitment to delivering outstanding customer service. You will:
* Lead the CSE re-accreditation process and drive the successful re-accreditation of DVLA’s CSE status by coordinating evidence collection and evaluation across all departments.
* Build and maintain strong relationships with senior stakeholders to ensure alignment and support for CSE initiatives.
* Manage a small, dedicated team that supports user researchers in delivering high-quality research.
* Oversee the scheduling and maintenance of the DVLA User Experience Lab and Model Office.
* Act as the contract owner for DVLA’s Digital Accessibility Audit services, ensuring effective day-to-day management and delivery.
* Support line managers with development, enabling teams to flourish and deliver excellent public outcomes.
For further information, please read the role profile. The role profile is for information purposes only and elements may not all be assessed during recruitment. This advert details exactly what will be assessed.
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 30 days), plus 8 bank holidays and a privilege day for the King’s birthday.
* Flexible working options to support work-life balance.
* Access to staff discount portal and opportunities for professional qualifications funded by the department (e.g., CIPD, Prince2, apprenticeships).
* Joining a diverse and inclusive workforce with supportive staff communities.
* 24-hour Employee Assistance Programme for confidential help and advice.
Working arrangements
Working hours are full-time, typically 37 hours per week, with part-time options considered where business requirements allow. The role is suitable for hybrid working (non-contractual) with a minimum expectation of 60% time spent at named offices or other business locations. Designated workplace is the contractual place of work, with potential travel as required.
For questions about hybrid working, part-time hours, flexible working, travel, or reasonable adjustments, contact the Vacancy Holder during the recruitment process.
Security and eligibility
Visa sponsorship: We do not sponsor skilled worker visas. Candidates must have the right to work in the UK.
Security: Successful candidates must undergo a criminal record check and baseline personnel security standard checks. Nationality requirements and other eligibility criteria apply as per Civil Service guidance.
Selection process
We assess against behaviours and experience during the selection process:
* Stage 1: CV and personal statement sift (Stage 1 dates: 15 October 2025).
* Stage 2: Interview (Stage 2 dates: 29 October 2025). In-person interview at Morriston, Swansea, if selected.
The process includes:
* Stage 1: Sift — demonstrate experience in organising information, leadership, and stakeholder engagement.
* Stage 2: Interview — assess behaviours, leadership, and strengths.
We may hold a 12-month reserve list for this role. Details on reserve lists can be found on the careers site. AI tools may be used to support applications, but all material must be truthful and from your own experience. Reasonable adjustments are available for disabled candidates.
Nationality and civil service information
The Civil Service Code governs our standards of behaviour. We recruit on merit and promote equal opportunities. We support Disability Confident recruitment.
#J-18808-Ljbffr