Customer Contact Operations Manager
| Posting date: | 09 March 2026 |
|---|---|
| Salary: | £35,663 per year |
| Hours: | Full time |
| Closing date: | 22 March 2026 |
| Location: | Newcastle-upon-Tyne |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 451700/1 |
Summary
Do you enjoy working in a fast-paced, customer focused environment?
Have you got experience in managing a large team?
If so, we’d love to hear from you!
Working as part of our Customer Service Centre, the purpose of this post is to manage operational teams within the Contact Centre, with the responsibility for the development of people, systems and processes to meet both customer and business needs.
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.
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
The post holder is responsible for the leadership and management within the Customer Service Centre. They will utilise available resources to meet the priorities of the business and review on a regular basis.
The post holder will play a vital role in the delivery of any new products to be serviced by the Customer Service Centre.
They will ensure the team provides a quality service to customers with a view to resolving enquiries on first contact either by telephone, email, social media and webchat on any current or new products delivered by the Customer Service Centre and the achievement of application processing targets.
Your responsibilities will include, but aren’t limited to:
- Take a proactive role improving the quality of the service we provide customers by setting standards and monitoring customer satisfaction levels.
- Demonstrate leadership by providing influence, direction and guidance to staff to support the delivery of objectives. Establishes a strong direction and a persuasive future vision; managing and engaging with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
- Execute management responsibilities effectively and in line with DVSA policies and processes; working with, leading and acting as a role model for team members and colleagues in line with Civil Service values.
- Maintain & improve the performance of the team; recognising and rewarding good/exceptional performers and tackling performance issues promptly.
- Work with the teams to ensure continuous improvement principles are applied and improvements are made to working practices in the Customer Service Centre.
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 attached 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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