Service Performance Team Leader

Are you a self-driven and motivated individual who enjoys working in a fast-paced, busy environment?
Do you enjoy analysing data and have a passion for enhancing workforce efficiency?
If so, we have an exciting opportunity to be part of our Service Performance Team within our award-winning Contact Centre and we'd love to hear from you!, You will work closely in a small, dynamic team and be responsible for the forecasting and scheduling of customer demand across multiple business areas and service types (Phone calls, emails, and web chats) and to provide analysis alongside business performance forecasts. You will work independently and lead a small team of support staff.
You will gain exposure to senior leaders through weekly meetings where you’ll present call and performance forecasts, making suggestions for improvements. This will allow you to collaborate closely with others and make a big difference to the performance of the Contact Centre and how the Driver and Vehicle Licensing Agency (DVLA) can best serve its customers.
We seek a highly motivated individual proficient in data analysis, providing business recommendations and guidance for improvement to stakeholders across the contact centre and wider Agency. Strong communication skills are crucial for articulating findings and recommendations, particularly to management and various stakeholders. Effective stakeholder engagement and management are key, as understanding customer needs is paramount. Additionally, candidates should possess excellent interpersonal skills and the ability to influence others.
Responsibilities
Your responsibilities will include but will not be limited to:
+ Creating short, medium, and long-range forecasts for business areas within the Contact Centre analysing all statistical data to support robust and accurate forecasts.
+ Providing rotas to advisors based on forecasted demand, optimising schedules, and providing real-time management of business performance, recommending changes to address and improve service levels as appropriate.
+ Ensuring that your own and team’s workload is managed effectively to deliver against your customer’s requirements. Managing your teams by setting direction and priorities, ensuring the completion of all Contact Centre forecasting and scheduling is produced across all services to agreed quality and timescales targets.
+ Coaching, mentoring and developing your teams to develop their performance and capability to support the provision of excellent services to all their customers. Understanding development needs and aspirations at an individual level to support the ongoing growth of the team and the services it provides.
For further information about the role please see the attached role profile.
Additional Information
The Contact Centre opening hours are between the hours of 8:00 – 19:00 (Monday – Friday) and 8:00 – 14:00 Saturday. You will need to be adaptable and flexible, adjusting to the requirements of the role as and when business needs arise, as you will be required to occasionally work flexibly between these hours on a rota basis.
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’., 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.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.

Behaviours
We'll assess you against these behaviours during the selection process:
+ Delivering at Pace
+ Managing a Quality Service
+ Working Together, Interviews will be held from Wednesday 13th November 2024.
This interview will be conducted on site at DVLA, Swansea. Further details of which will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
If invited to interview, this may consist of a range of question types. These could include questions around Behaviours and how you would respond in any situation as well as specific examples of things you have done.
The selection process will be designed specifically for the role. As a result, your assessment will include:
o an interview and presentation.
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
For further information on Success Profiles visit our Careers website.
Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Use of Artificial Intelligence (AI)
You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own.
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:
o UK nationals
o nationals of the Republic of Ireland
o nationals of Commonwealth countries who have the right to work in the UK
o 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)
o 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)
o individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
o 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)

To succeed in this role, you will need good judgement and problem solving skills and are able to make sound evidence based decisions, backing these up where required.
You will bring a positive, and pragmatic attitude to leading your team and achieving outcomes. You will take personal responsibility for your team's performance and their development, motivating, coaching and providing mentorship to help them achieve their best.
You’re willing to take on different tasks and learn new things with an open mind and a focus on continuous improvement.
You will also be computer-literate, with a working knowledge of Microsoft Office packages like Word, Excel and Outlook, and be able to learn and use bespoke programmes and software., o The ability to manage multiple tasks with conflicting deadlines, using multiple resources to meet desired outcomes whilst ensuring accuracy and delivering results.
o Analytical skills, precision, and keen attention to detail, capable of conducting analysis on various data sources, providing actionable insights and integrating them to present to stakeholders and senior managers.
o Excellent stakeholder management skills, capable of building strong working relationships with customers and gaining a deep understanding of their individual needs.
o Ability to lead and develop staff, enhancing their performance and capabilities to deliver exceptional services to all customers.

Alongside your salary of £28,119, Driver and Vehicle Licensing 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.
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits.
+ Best in class learning and development tailored to your role.
+ An environment with flexible working options where we encourage a great work-life balance.
+ Generous employer contribution of 28.97%, depending on chosen pension scheme.
+ 25 days holiday, increasing by one day each year up to 30 days pro rata.
+ Access to the staff discount portal.
+ 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
+ A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.
There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.