Quality Improvement Coach - Newcastle upon Tyne, United Kingdom - Driver and Vehicle Standards Agency

Driver and Vehicle Standards Agency
Driver and Vehicle Standards Agency
Verified Company
Newcastle upon Tyne, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Details:


Reference number:


Salary:

- £32,603 - £34,862
Job grade:


  • Higher Executive Officer
    Contract type:
  • Permanent
    Business area:
  • DVSA
  • Corporate Affairs
    Type of role:
  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 1Contents
Location

About the job


Benefits:

Things you need to know

Location

  • NewcastleuponTyne, SwanseaAbout the job

Job summary:


  • Are you passionate about promoting and embedding continuous improvement practices?
  • Do you have a talent for coaching and developing people to achieve the best outcomes?
  • Can you communicate confidently and effectively to a varied audience?
  • If so, we'd love to hear from you
    Job description:
Using data gathered, provide feedback and suggestions to the CSC for service improvements. This will ensure we are improving the customer experience with a view to providing first contact resolution.

  • Responsibilities include, but are not limited to;_
  • Develop, build and deploy a Customer Service Centre Quality Model, which meets the requirements of the centre and network.
  • Production & deployment of performance/quality monitoring & measuring tools, providing support and coaching to all managers.
  • Conduct Quality Monitoring sessions with Team Leaders monthly to ensure consistency of approach and deployment of quality monitoring, including use of quality evaluation forms and scoring matrix.
  • Conduct and lead levelling/calibration sessions for all managers to ensure a consistent quality improvement approach and drive best practice behaviours within the centres, across all channels.

Person specification:


We are looking for a motivated individual who has an excellent understanding and knowledge of Customer Service Quality Models and the best practices which underpin them.

You are passionate about coaching and developing others, to achieve the best results.


You have exceptional communication skills and can present information and explain changes to your audience effectively, tailoring your approach and checking understanding.

You take pride in your work and pay close attention to detail, understanding how the finer points make a difference the wider picture.

You have proven organisational and planning abilities, alongside effective problem solving and decision-making skills.


You are confident when being challenged and respond in a professional manner, ensuring the information you provide is accurate and relevant.

You are numerate and analytically confident and can easily provide solutions and recommendations to others.

Your enthusiastic and 'can do' attitude means you are pro-active and always striving for continuous improvement and positive results.


Additional Information


This role can be based in Newcastle or Swansea, your presence at one of these locations 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.

It will be necessary to travel throughout Great Britain, including occasional nights away from home. You will be expected to visit sites at Newcastle or Swansea.


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

We're committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.


_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:

  • Changing and Improving
  • Communicating and Influencing
  • Managing a Quality Service
  • Working Together

Benefits:


  • An environment with flexible working options where we encourage a great worklife 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 colleagues
  • Excell
More jobs from Driver and Vehicle Standards Agency
See all jobs of Driver and Vehicle Standards Agency