Customer Service Centre Deputy Head of Customer Contact

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

The Lightbox, Quorum Business Park, Longbenton, Newcastle-upon-Tyne or Swansea

About the job

Job summary

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?

Do you enjoy implementing new technology?

If so, we’d love to hear from you! 

Job description

Working as part of the Corporate Affairs, the main purpose of this role is to manage within the Customer Service Centre and manage the technology that supports the delivery of the centre. 

It will be your responsibility for the development of the people, systems and processes to meet both customer and business needs.

As the role holder, you will be supporting BAU and working with DVSA programs to shape the CSC for the future whilst maintaining the CCA and CSE standards.

Responsibilities include but are not limited to: 

• Management responsibility within the Customer Service Centre, ensuring that agreed service standards are delivered, efficiencies maximised and customer satisfaction maintained.
• Evolve customer service strategy within the Customer Service Centre environment.
• Process definition, implementation and management of all business processes within the Customer Service Centre, paying particular attention to close working with project teams to ensure Customer Service Centre resource is in place and capable for all changes in business process necessitated by new projects.
• Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Work in collaboration with other managers across all functions for the good of DVSA and to create a high performing and well respected Agency.
• Work with Service & Product Managers to develop services and procedures for Operations.
• Work with External Customers when necessary to build relationships proactively use feedback for process improvement.

For more information about the role and responsibilities please see the attached Candidate Pack. 

Person specification

To be successful in this role, you will need a good understanding and experience of management within the modern multi-channel Customer Service Centre environment, handling post, telephone, email and web traffic to cover a range of transactions from simple enquiries to highly complex legislative requirements.

You will understand the functionality of a multi channel customer facing operation with Automated Call Distribution Capability. 

You will have a strong understanding of benefits identification, modelling and management skills.

Excellent communication skills (written & oral) including producing and delivering presentations will come naturally to you and you will be experienced when dealing with internal and external customers.

Additional Information 

This role will be based in Swansea or Newcastle, your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this. 

Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. 

There will be a requirement for travel on official duty within the UK, which will involve overnight stays. Notice will be given prior to travel.

Please note, we welcome applications from individuals seeking a part time role. However due to business requirements, the successful candidate should be able to work a minimum of 35 hours per week.

About Us 

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. 

We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles. 

We’re working hard to: 

• Make roads safer.
• Improve services for our customers.
• Make road transport greener and healthier.
• Harness the potential of technology and data.
• Grow and level up the economy. 

To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website. 

Behaviours

We’ll assess you against these behaviours during the selection process:

• Leadership
• Seeing the Big Picture
• Communicating and Influencing
• Changing and Improving
• Making Effective Decisions
• Delivering at Pace

Benefits

• An environment with flexible working options where we encourage a great work-life balance.
• Exceptional pension with an employer contribution of an average of 27%.
• Generous Annual Leave – 25 days holiday, increasing by 1 each year of service, up to 30.
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday 
• Latest IT and Tech devices.
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleague.
• Excellent learning and development tailored to your role including paid apprenticeships up to Masters level.
• Wide range of discounts schemes on high street names.
• Employee assistance program for health and wellbeing.
• Cycle to work scheme and Gym membership offers.

For more information see visit our careers page.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Lesley Hall
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: [email protected]

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here

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