Contact Centre Head of Operations - Swansea, United Kingdom - Driver and Vehicle Licensing Agency

Driver and Vehicle Licensing Agency
Driver and Vehicle Licensing Agency
Verified Company
Swansea, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Details:


Reference number:


Salary:

- £51,997
Job grade:


  • Grade 7
    Contract type:
  • Permanent
    Business area:
  • DVLA
  • Operations and Customer Service Directorate
  • Contact Centre
    Type of role:
  • Business Management and Improvement
  • Contact Centre
  • Operational Delivery
  • Senior leadership
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 1Contents
Location

About the job


Benefits:

Things you need to know

Location

  • SwanseaAbout 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?

Can you analyse and interpret data to inform and implement change?

If so, this could be the role for you We're looking for a Head of Operations to lead our vibrant team in the DVLA Contact Centre


Job description:


The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.


As the role holder will be responsible for leading around 500 staff, we are looking to recruit an individual with senior contact centre leadership experience, who has strong coaching and analytical skills to implement and drive strategic change to deliver a first-class customer experience.


The role will require you to lead and manage all aspects of the Contact Centre operations to achieve all business targets through the effective use of resources and engagement of staff.


You will work closely with the Head of the Contact Centre to formulate and lead on strategy and empower and coach managers through change.

For the role you will need strong communication skills to understand and listen to concerns from all levels and build solutions into the business' strategy, enabling managers to understand, implement and deliver the service efficiently.

It is therefore crucial that you are confident analysing data to drive continuous improvements and can build strong relationships quickly to influence and drive the contact centre through change as it moves into a digital space.


Responsibilities

Responsibilities include but are not limited to:

  • Lead and manage the Contact Centre operations ensuring continuous improvement, enhance stakeholder engagement and cultural development
  • Lead and manage the Contact Centre operations to ensure a quality service utilising a broad range of management tools and ensuring staff engagement and staff satisfaction
  • Build collaborative and effective relationships with stakeholders driving high levels of engagement
  • Forecasting, scheduling and real time management of a large Contact Centre operation; ensuring Best in Class customer service
For an in-depth insight into the role please see the attached Role Profile.


Additional information
This role will require you to work on-site at our Swansea Vale office.


Person specification:


  • For this role you will be a skilled leader and able to think strategically to deliver continuous improvements to the customer service we deliver.
  • You will build excellent working relationships with stakeholders to achieve progress on business objectives.
  • You will be approachable and receptive to new ideas.
  • You will understand the impact actions have on an organisation and inspire and motivate teams to be fully engaged in their work, ensuring everyone clearly understands their responsibilities and business priorities.
  • With solid experience of coaching and developing others, you will empower people to deliver high performance.
  • The role will lend itself to someone who can build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction.
  • We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues._

About Operational Delivery Profession
Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service.

Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles.

All critical to the delivery of UK public services_._


Behaviours:

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

  • Communicating and Influencing
  • Leadership
  • Delivering at Pace
  • Managing a Quality Service
  • Developing Self and Others

Benefits:

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

  • Best in class learning and development tai
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