Operational Team Leader
| Posting date: | 16 March 2026 |
|---|---|
| Salary: | £30,485 per year |
| Hours: | Full time |
| Closing date: | 30 March 2026 |
| Location: | Birmingham |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 450570/1 |
Summary
Can you confidently coach through change, setting clear direction while empowering people to deliver their very best?
Do you enjoy working in a fast-paced environment where challenge, accountability and achievement go hand in hand?
If so, we’d love to hear from you!
This is a fantastic opportunity within the Operations and Customer Service Directorate at the Driver and Vehicle Licensing Agency to shape how services are delivered, drive measurable performance improvements, and make a meaningful difference to the experience of customers. The role plays a pivotal part in leading people, championing quality, and embedding a culture where continuous improvement and collaboration sit at the heart of everything we do.
Opportunities are available in 2 key areas:
Within the Drivers Medical Group, the focus is on casework. This team manages medical licensing decisions, ensuring that drivers meet the required medical standards to drive safely. The work involves handling complex and sensitive cases, reviewing medical evidence, and delivering timely, accurate decisions that balance road safety with customer needs.
Within the Contact Centre, the focus is on customer telephony enquiries. This team manages high volumes of inbound calls, supporting customers with driver and vehicle-related queries. The role involves leading frontline colleagues to deliver efficient, high-quality customer service while driving performance, reducing repeat contact, and improving overall customer satisfaction.
Across both areas, the role is centred on strong people leadership, performance management, and service improvement. You will be responsible for fostering engagement, maintaining quality standards, using data to inform decisions, and creating an environment where teams are empowered to deliver excellent outcomes for customers.
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 Licensing Agency - Department for Transport Careers
This is an exciting role, with the opportunity to lead operational teams in a customer-focused environment, driving high performance and excellent service delivery. You will build strong stakeholder relationships, coach and develop your team, and model Civil Service values. With access to leadership masterclasses and professional qualifications, this role offers the chance to grow your skills while helping shape the future and sustainability of the DVLA.
Your responsibilities will include, but aren’t limited to:
- Lead and manage your team by:
- providing advice and coaching to colleagues on current, and revised procedures
- organising workloads and resources and planning production schedules to achieve agreed performance targets and standards. - Effectively manage, coach and drive team performance, taking responsibility and accountability for performance outcomes, customer service, quality and efficiencies.
- Oversee and be accountable for performance, conduct and attendance processes within your area of responsibility and ensure they are adhered to and acted on in a timely manner in your role as Investigating Officer or Decision Officer.
- Promote continuous improvement by identifying and implementing better working practices.
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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