Senior Customer Service Excellence (CSE) and Research Support
| Posting date: | 29 September 2025 |
|---|---|
| Salary: | £35,663 per year |
| Hours: | Full time |
| Closing date: | 12 October 2025 |
| Location: | Swansea |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 427434/1 |
Summary
Do you have excellent interpersonal skills and the confidence to communicate at all levels?
Can you organise and collate information from multiple sources effectively?
If so, we would love to hear from you.
This is a fantastic opportunity for someone who wants to work in a varied role where no two days are the same. The role also offers exposure to a wide range of stakeholders, enabling you to build relationships across the Driver and Vehicle Licensing Agency (DVLA).
The DVLA plays a vital role in keeping Britain’s roads safe and efficient. We are responsible for the registration and licensing of drivers in Great Britain and vehicles across the UK, as well as the collection and enforcement of Vehicle Excise Duty (VED). Our work ensures that only qualified drivers and correctly taxed vehicles are on the road.
Our key responsibilities include issuing photocard driving licences and vehicle registration certificates, recording driver endorsements and medical conditions, and taking enforcement action against tax evaders. We also register and issue tachograph cards, sell personalised registrations, and support law enforcement by providing crucial data to police and intelligence services. In addition, we offer anonymised data services to authorised users, helping inform public and private sector decision-making.
At DVLA, we are committed to delivering services that are simple, secure, and efficient making a difference to millions of people every day.
Joining our department comes with many benefits, including:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about what it's like working at DVLA.
The Senior Customer Service Excellence (CSE) and Research Support role is pivotal in maintaining DVLA’s CSE accreditation, ensuring our continued commitment to delivering outstanding customer service.
As the lead for the CSE re-accreditation process, you will work closely with senior stakeholders across the organisation to gather and evaluate evidence from all relevant business areas. Your work will ensure DVLA meets the high standards required for ongoing accreditation.
You will manage a small team that provides operational and logistical support to user researchers within the User Experience, Research and Design unit, enabling the delivery of high-quality research that informs service design and development.
In addition, you will be responsible for overseeing the scheduling and ongoing maintenance of the DVLA User Experience Laboratory and Model Office, ensuring these facilities are effectively managed to support research activity. You will also act as the contract owner for DVLA’s Digital Accessibility Audit service, leading on day-to-day contract management and performance monitoring.
This is a key role in a high-profile area, contributing directly to improving digital services and customer experience across DVLA.
Your responsibilities will include, but aren’t limited to:
- Leading the CSE re-accreditation process and driving the successful re-accreditation of DVLA’s CSE status by coordinating evidence collection and evaluation across all departments.
- Building and maintaining strong relationships with senior stakeholders to ensure alignment and support for CSE initiatives.
- Managing a small, dedicated team that supports user researchers in delivering high-quality research.
- Overseeing the scheduling and maintenance of the DVLA User Experience Lab and Model Office.
- Acting as the contract owner for DVLA’s Digital Accessibility Audit services, ensuring effective day-to-day management and delivery.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
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