Customer Service Operations Manager

Application deadline date has been passed for this Job.
This job has been Expired
  • SALARY & BENEFITS £30,131
  • INDUSTRY SECTOR Public Services
Job Description

Are you a passionate and proactive leader eager to take up the challenge of further developing our people and our strong customer service ethos?

Would you love to work somewhere that you can make a difference?

If so, we have an exciting opportunity for you to join us here at the Driving and Vehicle Standards Agency (DVSA).

As a Customer Service Operations Manager, you will be responsible for the leadership and management of the Customer Service team. You will utilise available resources to meet the priorities of the business and review on a regular basis.

You will also play a vital role in the continued virtualisation programme within the Customer Service Centre and assist in the delivery of the Contact Centre Strategy.

You will ensure the team provides the best quality service, aiming for First Contact Resolution for customer enquiries and the achievement of application processing targets.

Your responsibilities will include:

• 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.
• Execute management responsibilities effectively and in line with DVSA policies and processes; working with, leading and acting as a role model for team members and colleagues in line with Civil Service values. Determine and plan their team requirements, including allocating resources and prioritising activities, over the short to medium term by fully understanding the business environment in which the team operates, the overall team objectives, ensuring their team fully understands and works to these requirements.
• Liaise with individual, corporate and departmental customers regarding complaints. Monitor customer service satisfaction levels and take appropriate action to ensure that any customer targets are achieved.
• Support the customer service strategy within the Customer Service Centre environment in conjunction with the Centre Manager and Head of Customer Services.
• Direct line management of Team Leaders and indirect management of a large number of staff based at the Ellipse.
• Attend meetings that require CSC representation and provide expert advice, e.g. Trade User groups, Projects.

Please refer to the attached role profile for a full list of responsibilities.

About you

We would love a confident individual to join us who can deliver the right messages to the business in a professional and clear way. You will be brilliant at being able to adapt your tone of voice and mannerisms to reflect your audience. You’ll have excellent communication skills with a diplomatic and tactful approach.

You are an inspirational, hands on leader and will thrive in developing and motivating others to perform and exceed expectations. You have strong collaboration, stakeholder and relationship management skills.

You will be proficient in working with Microsoft Applications.

About us

The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain’s roads.

We do this by helping people through a lifetime of safe driving, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
Our work affects millions of people and thousands of businesses. Most importantly, our work saves lives.

We’re an organisation that values professional expertise. We work in inclusive and diverse teams. Meeting the needs of the people who use our services runs through everything we do.
We have exciting plans for the next 5 years to continue making our roads safer. Join us on our journey and help us to save lives.

We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department.

You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future.
We welcome applications from a diverse range of backgrounds and communities, including individuals who identify as female, male, trans, non binary, disabled, black, Asian or minority ethnic etc.
Find out more about working at DVSA


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

  • Making Effective Decisions
  • Communicating and Influencing
  • Leadership
  • Managing a Quality Service

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits.

This includes:
– a generous annual leave entitlement,
– attractive pension options,
– flexible working,
– good career development opportunities,
– a variety of career paths,
– inclusive working environments and much more to support a healthy work/life balance.

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

Please tailor your CV/Personal statement to evidence the following:

• Experience of working in a customer service focused environment.
• Strong written and oral communication skills.
• Proven management and leadership skills with the ability to work effectively as part of a team.
• Sound IT skills, particularly in relation to Microsoft Applications.
• Proven organisational and planning abilities alongside effective problem solving and decision-making.

The sift is due to take place from the 28th January 2020.

Interviews/assessments are likely to be held w/c 10th February 2020.

Interview location to be confirmed.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

How to Apply

The selection process will be designed specifically for the role. As a result, your assessment could include:

• an interview with one or more exercises

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. For further information on Success Profiles please click here

Your interview may consist of a range of question types. These may include questions about:

• what energises and motivates you
• how you would manage situations relevant to the role
• your previous experience
• your professional skills and knowledge

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Further Information

We have adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.

We may hold a merit list for up to twelve months. During this time, if a similar role is identified and you have been placed on the merit list you may be considered for the post. Within the merit list period, your application form and selection information may be shared across the department and its agencies.

Please see attached candidate notes for further information about our recruitment process.

If successful and transferring from another Government Department a criminal record check maybe carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

New entrants are expected to join on the minimum of the pay band.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Any move to the Department For Transport will mean you will no longer be able to carry on claiming childcare vouchers.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

Job contact :

Name: Hazel Parker


Recruitment team :

Email :

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: If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here ( to visit Civil Service Commission