National Operations Support Officer – Apprenticeship

Application deadline date has been passed for this Job.
This job has been Expired
ApprenticeshipFixed Term Part Time Permanent
  • Post Date: March 4, 2021
Job Description

We have an exciting opportunity to start your career at DVSA as one of our apprentices, where you will get more than just an education; you will gain skills that can set you up for life. We invest a lot in our apprentices because we want you to be the future of our business.

We’re looking to recruit talented people who have a positive attitude and work ethic, with great customer focus and a high level of professionalism.

This National Operations Support Manager will work within the National Operations Management team and will support the day-to-day product performance for one of three product areas.

  • Theory Test Centres
  • Driver and Vehicle Agency DVA and In-house Theory Test Centres
  • Customer Service, Booking and Trainer Booker

You will support the National Product Manager in the management of the service definition and maintenance of service standards to ensure consistency of national service delivery. You will support the end-to-end delivery for our customers, ensuring consistency.

The Apprenticeship

A rewarding job that pays while you train.

Great qualifications behind you and a bright future ahead.

The Apprentice role will involve an element of home study to fulfil the requirements of the qualification.

This programme combines learning and practical on the job training. At the end of it all, you’ll have a qualification in Business Administration.

Make no mistake, it’ll be hard work. But if you have the motivation, we’ll help you balance your work and studies, better still, you’ll earn while you learn and enjoy a host of great benefits.

Further information about the Business Administration Apprenticeship is available here.


The main duties and responsibilities of this role, not limited to:

  •  Support the achievement of national service consistency by maintaining processes, workflows and documentation that support this
  • Support the management of issues that affect the national service or products
  • Support the specialist activity primarily for one service,, however, support will be provided across all activities if required
  • Provide secretariat support for service management governance groups that govern the operational integrity of the service
  • Maintain the Service Risk Register and coordinating updates to it
  • Provide support to respond to enquiries or complaints, working with key stakeholders to maintain a suite of standard responses
  • Support the maintenance of Disaster Recovery and Business Continuity Plans for the Service and product areas
  • Provide input and support the team to complete continuous improvement (CI) tasks

For more information about one of the three product areas you could be working within please refer to the candidate pack attached.

About you

You will bring excellent verbal and written communication skills, adapting your delivery to suit a wide variety of audiences.

You are a strong advocate for development, promoting and understanding the importance of growth.

Organisation comes naturally to you with the adaptability and flexibility to adjust to varying business requirements and ever-changing work demands.

You bring positivity around change and continuous improvement, adapting and recognising the benefits of new ideas and ways of working.

We would love someone to join us who can build rapport quickly with key people both internally and externally.

Within this role you will be working towards a Level 3 qualification in Business Administration.

Entry Requirements

To be eligible for this programme, you will need to:

  • Be at least 16-years old.
  • Have the right to work in the UK.
  • Have been a resident in the UK/EA/EEA continuously for 3-years before starting the apprenticeship.
  • Have left full-time education when the apprenticeship starts.
  • Not be in receipt of funding for other learning programmes (including another apprenticeship)
  • You do not need any existing qualifications to apply for this role. Please note that possession of certain qualifications may impact your eligibility for this opportunity – please see additional note below for further information on this.

If you currently hold or are working towards a similar qualification of the same level or higher, i.e. Business Administration Level 3, then you will not be eligible to apply for this vacancy. In order to be eligible for our apprenticeship vacancy, any qualifications previously held or currently being worked towards must differ in content so that this apprenticeship provides substantial new skills.

If you apply and are found to possess the above: your application will not be considered; any offer of employment will be withdrawn and your contract will be terminated.

Additional Information

You may be required to travel to various DVSA and other locations from time to time. This role includes regular travel to our Nottingham office.

This role is a Fixed Term appointment for a maximum length of 18 months, there will be a possibility of this role becoming permanent once the apprenticeship has been completed.

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 innovative organisation that values professional expertise. We invest in our people and champion inclusive and diverse teams. And we make sure colleagues have the skills to meet the needs of Britain’s road users.

If you would like to read more about the great opportunities and benefits of working at DVSA visit our Careers website.

Diversity: Our vision is to support and develop everyone who chooses to work for us. We care deeply about diversity and equality. And we create a positive culture that’s friendly, welcoming, respectful and full of opportunities for professional and personal development.


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

  • Working Together
  • Developing Self and Others
  • Communicating and Influencing
  • Managing a Quality Service

We only ask for evidence of these behaviours on your application form:

  • Working Together
  • Developing Self and Others


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

To learn more about life as an employee of the DVSA visit our Careers website.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

The Civil Service Nationality Rules has been updated following the United Kingdom’s exit from the European Union. The new rules will come into effect on 1st January 2021. We urge people from the EU, European Economic Area and Switzerland to be familiar with the updated Nationality rules prior to applying for this role.

As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Working Together. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

The sift is due to take place from 18th March 2021.

Interviews are likely to be held from 14th April 2021.

This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.

We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.

How to Apply

As part of your application you will be asked to evidence the following 2 Behaviours:

  • Working Together
  • Developing Self and Others

You will also be asked to complete a Personal Statement, when considering your experience, please tailor your Personal Statement to provide evidence of the below:

  • Your organisational skills with a strong attention to detail in your work
  • Your ability to work flexibly to meet changing priorities and work demands
  • Your planning and prioritising skills to deliver excellent results

We’ve designed the selection process specifically for this role. So your assessment could include:

• an interview

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

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

The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate 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.

You can read more about Success Profiles here visit our Careers website.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email for assistance.

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

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

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 equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

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 : Gillan Mather
Email :

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


Candidate Guidance for CV and Personal Statement Opens in new window(pdf, 405kB)
Candidate Notes Opens in new window(pdf, 823kB)
National Operations Support Officer – Apprenticeship Opens in new window(pdf, 2241kB)