Deputy Head of Customer Contact
| Dyddiad hysbysebu: | 05 Ionawr 2026 |
|---|---|
| Cyflog: | £44,241 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 18 Ionawr 2026 |
| Lleoliad: | Newcastle-upon-Tyne |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 440289/1 |
Crynodeb
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?
If so, we’d love to hear from you!
Working as part of Corporate Affairs, the purpose of this post to manage the Contact Centre and an operational team of 100-150 staff, with the responsibility for the development of the people, systems and processes to meet both customer and business needs in supporting with DVSA programs to shape the Customer Service Centre (CSC) for the future whilst maintaining Customer Care Accreditation (CCA) and Customer Service Excellence (CSE) standards.
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
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 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 Driver and Vehicle Standards Agency - Department for Transport Careers
Your responsibilities will include, but aren’t limited to:
- Management responsibility within the Customer Service Centre, ensuring that agreed service standards are delivered, efficiencies maximised and customer satisfaction maintained.
- Evolve customer service strategy within the Customer Service Centre environment.
- Process definition, implementation and management of all business processes within the Customer Service Centre, paying particular attention to close working with project teams to ensure Customer Service Centre resource is in place and capable for all changes in business process necessitated by new projects.
- Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
- Work in collaboration with other managers across all functions for the good of DVSA and to create a high performing and well respected Agency.
- Work with Service & Product Managers to develop services and procedures for Operations.
- Work with External Customers when necessary to build relationships proactively use feedback for process improvement.
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.
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.
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