Head of Customer Service Centre - Swansea

Only for registered members Swansea, United Kingdom

1 week ago

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Job summary

The Head of Customer Service Centre plays a critical role in making sure we gather customer insight, improve service delivery and supports DVSA's wider mission to keep Britain's roads safe while putting customers at the centre of everything we do.

Responsibilities

  • Improving staff engagement by leading staff through change to adapt to new technology, buildings, and processes.
  • Modernisation of the customer operation (IT, process, and ways of working), including new channels such as Web/Live Chat and Asynchronous Chat.
  • Ensuring customer service accreditations (Customer Contact Association and Customer Service Excellence) are maintained.

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