Senior Customer Service Excellence and Research Support
| Dyddiad hysbysebu: | 18 Chwefror 2026 |
|---|---|
| Cyflog: | £35,663 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 03 Mawrth 2026 |
| Lleoliad: | Swansea |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 448530/1 |
Crynodeb
Do you thrive on building trusted relationships, influencing senior stakeholders and making complex things run smoothly behind the scenes?
Do you enjoy bringing evidence together from across an organisation and turning it into a clear, compelling story?
If so, we would love to hear from you!
This is an exciting opportunity to step into a high-profile, varied role where your work directly supports service excellence and inclusive research at scale. You’ll work across DVLA, collaborating with a wide range of teams and leaders, and leading activity that enables researchers and designers to deliver their best work. No two days are the same, and your impact will be felt well beyond your immediate team.
DVLA sits at the heart of Britain’s transport system, helping to keep roads safe, secure and moving. From licensing drivers and registering vehicles to enforcing Vehicle Excise Duty and supporting law enforcement, our services touch the lives of millions of people every day.
We’re proud of the role we play, but we’re even more ambitious about how we deliver it. At DVLA, we’re committed to services that are simple, accessible and user-focused, and to creating an environment where people, research and evidence are valued and supported to make a real difference.
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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