429411 OCSD Operational Leader
Driver and Vehicle Licensing Agency
Apply before 11:55 pm on Wednesday 15th October 2025
Location:
Swansea
Salary:
£35,663 - A Civil Service Pension with an employer contribution of 28.97%
Contract Type:
Permanent – Flexible working, Full-time, Job share, Part-time
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.
Top Responsibilities
* 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
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.
About you
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.
Additional Information
The Contact Centre's current operating hours are between:
* 8am and 7pm Monday to Friday and 8am and 2pm on Saturdays.
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
How to Apply
Read the full job description and apply here
This vacancy closes at 23:55 on Wednesday 15th October 2025