Customer Service Centre Team Leader

Are you an influential leader with a passion for customer service?
Do you enjoy coaching and developing others to reach their full potential?
If so, we are looking for a Customer Service Centre Team Leader to join us at the Driver and Vehicle Standards Agency (DVSA) and we would love to hear from you!, As Customer Service Centre Team Leader, you will be responsible for achieving targets and service level agreements within the Customer Service Centre (CSC). You will manage a team to ensure they deliver a high-quality service across the various products handled by the CSC using a range of channels. This will include monitoring calls, emails, social media, web chat and paper applications. You will provide regular feedback on performance and deliver staff coaching sessions to ensure our standards are adhered to.
In this role you will work closely with the virtual management team to ensure a consistent service is delivered across the centre.
Your key responsibilities will include:
+ Managing people and performance using CSC and agency guidance.
+ Taking ownership of team and individual development by identifying capability needs and consistently achieving development objectives.
+ Confidently handling challenging conversations or interviews.
+ Investigating and responding to customer complaints within agreed timescales and standards.
+ Ensuring that levels of service are maintained and flagging up risks or concerns to meet customer requirements.
+ Recognising, respecting and rewarding the contribution and achievement of others.
+ Monitoring team performance against targets and service level agreements and taking appropriate action to ensure that performance is maintained.
For more information about the role and responsibilities please refer to the candidate pack attached., There may be rare occasions where you will be required to travel to other DVSA sites to attend staff events.
This role will be based in Swansea, your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.
Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidate to be able to work at least 32 hours per week.
Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
About us
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.
To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.

Behaviours
We'll assess you against these behaviours during the selection process:
+ Leadership
+ Making Effective Decisions
+ Managing a Quality Service
+ Communicating and Influencing, When considering your experience, please tailor your CV and Personal Statement to provide evidence of the following experience:
+ Managing and coaching a team, providing feedback and handling challenging situations.
+ Analysing Management Information to improve team and individual performance.
+ Effective time management and prioritising workloads to aid productivity.
Your Personal Statement will be limited to a maximum of 750 words.
The sift is due to take place from 18/11/2024.
Interviews/assessments are likely to be held week commencing 02/12/2024.
This interview/assessment will be conducted face to face at Swansea, details of which will be provided to you should you be selected for interview.
We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.
The selection process will be designed specifically for the role. As a result, your assessment will include:
+ an interview and a presentation exercise
If you would like to find out more about what it’s like to work for DVSA and how to apply, we will be holding virtual sessions to find out more. Please click here to secure your place at one of our upcoming events.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes., Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

You will be a motivational and influential leader, with the capability to lead from the front and coach others to reach shared goals. You will be supportive and bring a positive, and pragmatic attitude to leading the team and achieving outcomes.
You will be comfortable analysing data, helping you to identify trends and factors to improve performance and operational activity.
You will have excellent interpersonal skills to quickly build rapport and meaningful relationships. You will be engaging and confidently handle challenging conversations with sensitivity.
Your fantastic planning and organisational skills will give you the ability to excel in a fast-paced environment, often coordinating multiple and conflicting priorities in a timely manner and to a high standard.

Alongside your salary of £28,119, Driver and Vehicle Standards Agency contributes £8,146 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ An environment with flexible working options where we encourage a great work-life balance.
+ Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30.
+ 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
+ Latest IT and Tech devices.
+ A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
+ Excellent learning and development tailored to your role including paid apprenticeships up to Masters level.
+ Wide range of discounts schemes on high street names.
+ Employee assistance program for health and wellbeing.
+ Cycle to work scheme and Gym membership offers.