Contact Centre Operational Team Leader
| Posting date: | 02 May 2025 |
|---|---|
| Salary: | £29,525 per year |
| Hours: | Full time |
| Closing date: | 18 May 2025 |
| Location: | Birmingham |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 402739/1 |
Summary
Can you lead others through change and motivate them to reach their full potential?
Would you like to work in a fast-paced, challenging but rewarding role?
If so, we would love to hear from you!
This is an exciting opportunity to influence how we deliver services across our business and to help make a difference to the experience of our customers!
The Driver and Vehicle Licensing Agency (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. With over 50 million driver records and over 40 million vehicle records, the opportunity to work at this scale is unrivalled across the region. Our services generate billions in revenue and make a difference to the lives of 9 out of 10 households in the UK.
We are looking for ambitious, committed, and proactive individuals to lead operational teams in a customer focused environment. You will need to have strong communication skills with the ability to motivate and inspire teams to deliver best in class customer service. You will need to build strong relationships through collaboration with colleagues.
You will have responsibility for managing and leading staff who are at the front-line supporting our customers, providing advice to the British public. You will encourage your team to strive to achieve a high standard of customer experience and meet a range of key performance indicators. You will work with a diverse workforce, role modelling Civil Service values.
You will be keen to develop yourself, learning new skills and challenging your capabilities, as well as spending time to coach and develop your teams to achieve their potential.
Responsibilities
Your responsibilities will include but will not be limited to:
- Effectively coaching and driving your team’s performance, taking responsibility and accountability for performance outcomes, customer service/quality and efficiencies. Achieving this by:
• supporting the achievement of internal targets and standards
• continuously improving efficiency and effectiveness of your team
• monitoring real time performance and monitoring team resource and the immediate business area
• reviewing performance and quality data to help develop your team and the services you deliver - Developing and maintaining working relationships with internal and external customers and stakeholders
- Developing the capabilities of your team through recognition of achievements, developing talent and creating an environment where people can deliver operational excellence and drive continuous improvements
- Effectively leading from the front, displaying the desired behaviours, fulfilling your duties and responsibilities to contribute as a productive leader, driving these behaviours through inspirational leadership
For a full list of responsibilities, please refer to the attached Role Profile.
Additional information
This role will require you to work on-site at our Birmingham office, located in Birmingham City Centre, which is near 2 railway stations.
Our operating hours are between 8am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm, therefore various shifts will be available within these times. A standard full time employee will work 8 hours over 4 days and 5 hours on 1 day.
You will be expected to work full time hours during the initial training period, which will generally take place Monday to Friday, between the hours of 8am and 4pm.
Occasional travel may also be required within the UK, with possible overnight stays, however full notice will be provided.
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
Proud member of the Disability Confident employer scheme