At a Glance
- Tasks: Lead and manage a large contact centre team to enhance customer experience.
- Company: Join the DVLA, a key player in UK driver and vehicle licensing.
- Benefits: Enjoy flexible working, generous pension contributions, and 25+ days holiday.
- Other info: Apply by 11:55 pm on 13th August 2025 for this exciting opportunity.
- Why this job: Be part of a dynamic team driving strategic change in a digital environment.
- Qualifications: Senior contact centre leadership experience and strong coaching skills required.
The predicted salary is between 48700 - 62200 € per year.
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Driver and Vehicle Licensing Agency (DVLA) provided pay range
This range is provided by Driver and Vehicle Licensing Agency (DVLA). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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Recruitment Marketing Partner at Department for Transport (DfT), United Kingdom
417986 Contact Centre Head of Operations
Driver and Vehicle Licensing Agency
Apply before 11:55 pm on Wednesday 13th August 2025
Salary: £54,857 - A Civil Service Pension with an employer contribution of 28.97%
Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time
The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.
As the role holder will be responsible for leading around 500 staff, we are looking to recruit an individual with senior contact centre leadership experience, who has strong coaching and analytical skills to implement and drive strategic change to deliver a first-class customer experience.
The role will require you to lead and manage all aspects of the Contact Centre operations to achieve all business targets through the effective use of resources and engagement of staff.
You will work closely with the Head of the Contact Centre to formulate and lead on strategy and empower and coach managers through change. For the role you will need strong communication skills to understand and listen to concerns from all levels and build solutions into the business’ strategy, enabling managers to understand, implement and deliver the service efficiently. It is therefore crucial that you are confident analysing data to drive continuous improvements and can build strong relationships quickly to influence and drive the contact centre through change as it moves into a digital space.
Top Responsibilities
- Contributing to and supporting the Agency’s strategic, organisational and cultural change programmes, providing subject matter expertise. Creating an environment to allow for open and positive communication through strong leadership skills
- Leading and managing the Contact Centre operations ensuring continuous improvement, enhance stakeholder engagement and cultural development
- Leading and managing the Contact Centre operations to ensure a quality service utilising a broad range of management tools and ensuring staff engagement and staff satisfaction
- Building collaborative and effective relationships with stakeholders driving high levels of engagement
- Forecasting, scheduling and real time management of a large Contact Centre operation; ensuring Best in Class customer service
- 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.
About you
- For this role you will be a skilled leader and able to think strategically to deliver continuous improvements to the customer service we deliver.
- You will build excellent working relationships with stakeholders to achieve progress on business objectives.
- You will be approachable and receptive to new ideas.
- You will understand the impact actions have on an organisation and inspire and motivate teams to be fully engaged in their work, ensuring everyone clearly understands their responsibilities and business priorities.
- With solid experience of coaching and developing others, you will empower people to deliver high performance.
- The role will lend itself to someone who can build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction.
How to Apply
Read the full job description and apply here
This vacancy closes at 23:55 on Wednesday 13th August 2025
Seniority level
Seniority level
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#J-18808-LjbffrContact Centre Head of Operations in Swansea employer: Driver and Vehicle Licensing Agency (DVLA)
The Driver and Vehicle Licensing Agency (DVLA) is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With flexible working options, a generous pension contribution, and a commitment to continuous improvement, DVLA empowers its staff to thrive in their roles while contributing to meaningful public service in Swansea. Join a team that values open communication, collaboration, and the development of first-class customer service.
Contact Detail:
Driver and Vehicle Licensing Agency (DVLA) Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Head of Operations in Swansea
✨Tip Number 1
Familiarise yourself with the DVLA's current operations and any recent changes in their contact centre strategy. This knowledge will help you demonstrate your understanding of their needs during discussions.
✨Tip Number 2
Network with current or former employees of the DVLA, especially those in leadership roles. They can provide valuable insights into the company culture and expectations for the Head of Operations role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams through change in previous roles. Highlight your coaching and analytical skills, as these are crucial for this position.
✨Tip Number 4
Stay updated on trends in customer service and contact centre management, particularly in the digital space. Being able to speak knowledgeably about these trends will set you apart from other candidates.
We think you need these skills to ace Contact Centre Head of Operations in Swansea
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your senior contact centre leadership experience. Focus on your coaching and analytical skills, as well as any strategic changes you've implemented in previous roles.
Craft a Compelling Cover Letter:In your cover letter, emphasise your ability to lead large teams and drive continuous improvements. Mention specific examples of how you've built strong relationships with stakeholders and enhanced customer service.
Showcase Relevant Skills:Clearly outline your communication skills and your experience in managing operations. Highlight your ability to analyse data and implement changes that improve service delivery.
Follow Application Instructions:Ensure you read the full job description carefully and follow all application instructions provided by the DVLA. Submit your application before the deadline and double-check for any required documents.
How to prepare for a job interview at Driver and Vehicle Licensing Agency (DVLA)
✨Showcase Your Leadership Experience
As the role involves leading around 500 staff, it's crucial to highlight your previous leadership experiences. Prepare specific examples of how you've successfully managed teams, implemented change, and improved customer service in a contact centre environment.
✨Demonstrate Analytical Skills
The ability to analyse data is key for this position. Be ready to discuss how you've used data to drive continuous improvements in past roles. Bring examples of metrics you've tracked and how they influenced your decision-making.
✨Emphasise Communication Skills
Strong communication is essential for this role. Prepare to discuss how you've built relationships with stakeholders and how you handle feedback from team members. Consider sharing instances where your communication skills led to successful outcomes.
✨Prepare for Strategic Thinking Questions
Expect questions that assess your strategic thinking abilities. Think about how you would approach formulating and leading on strategy within the contact centre. Be ready to share your vision for enhancing customer experience and staff engagement.
