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
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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 Details:
Driver and Vehicle Licensing Agency (DVLA) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Head of Operations in Swansea
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Driver and Vehicle Licensing Agency (DVLA). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Driver and Vehicle Licensing Agency (DVLA) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Head of Operations in Swansea
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Driver and Vehicle Licensing Agency (DVLA):Your cover letter is your chance to shine! Tell us why you want to work at Driver and Vehicle Licensing Agency (DVLA) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Driver and Vehicle Licensing Agency (DVLA)!
How to prepare for a job interview at Driver and Vehicle Licensing Agency (DVLA)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
