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Form of work
SalaryDo you have excellent leadership qualities, with an ability to inspire vibrant teams within an operational area?
Do you enjoy building lasting relationships with stakeholders?
Have you got the passion for developing a customer focused culture?
If so, we would love to hear from you!
This is an exciting opportunity to influence how we deliver services across our business and to help make a difference to the experience of our customers!
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. With over 50 million driver records and over 40 million vehicle records, the opportunity to work at this scale is unrivalled across the region. Our services generate billions in revenue and make a difference to the lives of 9 out of 10 households in the UK.
Whether a Contact Centre Operational Customer Service Leader or Drivers Medical Operational Leader; you will provide effective leadership and management to our operational teams, utilising all available resources to meet the priorities of the business and delivering a service that meets the needs of our customers.
We are looking for ambitious, committed, and proactive individuals to lead operational areas in a customer focused environment. You are joining a fast pace operational area where highly motivated teams successfully deal with large volumes of customer interactions whether that be by phone or correspondence. For both roles you will be an inspirational and motivational leader responsible for leading your Team Leaders this means development of their individual teams. For Contact Centre this means answering inbound customer enquiries from the British public; for Drivers Medical this means processing incoming correspondence from members of the public or 3rd parties to make effective and sound licensing decisions.
Responsibilities
Key accountabilities of the role include:
- To effectively manage and lead your area building a performance culture, taking responsibility and accountability for Performance outcomes.
- To monitor and analyse Operational performance data for your respective area in order to make recommendations and to plan to support business delivery considering the impact on the wider business.
- To oversee/accountable for Performance, Conduct and Attendance processes and ensure they are adhered to and acted on timely in your role as Decision Manager, Appeals Officer or Investigating Manager.
- To lead in building the capabilities of your team in managing change in the workplace, raising the awareness of the digital agenda and how we can lead/manage/communicate/support staff through periods of change.
- To effectively lead and drive and coach the delivery of performance, Quality of Service within your command area, being responsible and accountable for creating an environment to deliver operational excellence, and drive continuous improvements
- To effectively lead creating a strong direction, displaying the desired behaviours, fulfilling duties and responsibilities to contribute as a productive member of Operations, driving these behaviours through inspirational leadership.
- To be personally responsible and accountable for your own behaviours, actions and development as a DVLA employee and Civil Servant.
- Adhere to Health & Safety Policies, Data Protection, Security Policies and understand relevant employment law.
- Effectively leading your command area by:
- Effectively leading, driving and coaching the delivery of performance and quality of service within your command area, being responsible and accountable for real time performance and analysing historic performance data for your respective area making recommendations to improve business delivery.
- Developing the capabilities of your team through recognition of achievements, developing talent and creating an environment where people can deliver operational excellence and drive continuous improvements.
For a full list of responsibilities, please refer to the Role Profile.
Additional information
This role will require you to work on-site at our Birminghamoffice, located in Birmingham City Centre, which is near 2 railway stations.
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 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'.
Contact Centre
Our operating hours are between 8am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm, therefore various shifts will be available within these times. A standard full time employee will work 8 hours over 4 days and 5 hours on 1 day.
Drivers Medical
Our operating hours are between 7am and 6pm Monday to Friday. A standard full time employee will work 8 hours over 4 days and 5 hours on 1 day.
You will be expected to work full time hours during the initial training period, which will generally take place Monday to Friday,between the hours of 8am and 4pm. Please be advised the training period will be up to 4 weeks.
Occasional travel may also be required within the UK, with possible overnight stays, however full notice will be provided.
