Service Operations Officer

Posting date:	20 November 2025
Salary:	£26,607 per year
Hours:	Full time
Closing date:	04 December 2025
Location:	Newcastle-upon-Tyne
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	435314/1

Summary

Are you confident working independently?

Have you got excellent organisational and time management skills?

Do you enjoy working with people at all levels?

If so we’d love to hear from you!

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

Read more in the Benefits section below!

Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers

The Service Operations Officer provide reporting, data, technical and admin support within the Service Operations team. Undertake Admin reporting responsibilities and resolve Agent technical problems, reporting issues where necessary. Monitor call and email queues and identify actions to improve service.

Your responsibilities will include, but aren’t limited to:

• Produce Ad hoc statistics for customer services management team and DVSA stakeholders
  
• Providing data showing trends and key information to identify improvement opportunities
  
• Ensure Management has accurate information in relation to staffing and shift patterns
  
• Monitor call/email queues to support customers, identifying actions to improve service
  
• Provide assistance with the creation/maintaining of performance reporting
  
• Technology maintenance – fault reporting, liaising with contract providers, liaising with DVSA Service Desk

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.

Proud member of the Disability Confident employer scheme

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.