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- Tasks: Lead a dynamic Customer Service Centre, enhancing service delivery and staff engagement.
- Company: Join the DVSA, dedicated to keeping Britain's roads safe with a customer-first approach.
- Benefits: Enjoy a competitive salary, generous pension contributions, and 25+ days of annual leave.
- Why this job: Make a real impact on customer experience while leading innovative changes in service delivery.
- Qualifications: Proven leadership in multi-channel customer service and strong team management skills.
- Other info: Flexible working options and excellent career development opportunities await you.
The predicted salary is between 57515 - 72000 £ per year.
The Head of Customer Service Centre plays a critical role in making sure we gather customer insight, improve service delivery and supports DVSA’s wider mission to keep Britain’s roads safe while putting customers at the centre of everything we do. There is a significant opportunity to lead the Customer Service Centre through continuing change, including the expansion of webchat, social media and digital services, while also focusing on improving staff morale, colleague development and engagement. Enhancing the colleague experience is central to delivering an outstanding customer experience and sustaining high-performing teams.
Operating across major sites in Swansea and Newcastle, we provide a fully multi-channel service, handling customer contact across phone, digital and emerging platforms. The Head of Customer Service Centre plays a significant leadership role at DVSA, working across all DVSA services to ensure consistency, quality and continuous improvement. The Head of Customer Contact leads DVSA’s customer contact operations, ensuring effective day-to-day delivery and driving strategic improvement.
The role has three core priorities:
- Running high-quality, resilient operations across telephone, email and WhatsApp;
- Championing the voice of the customer through insight and data;
- Modernising customer contact services to support continuous improvement and better outcomes for customers.
Top Responsibilities
- Improving staff engagement by leading staff through change to adapt to new technology, buildings, and processes.
- Modernisation of the customer operation (IT, process, and ways of working), including new channels such as Web/Live Chat and Asynchronous Chat.
- Ensuring customer service accreditations (Customer Contact Association and Customer Service Excellence) are maintained.
About You
To be successful in this role you will need to have the following experience:
- Experience of leading a dynamic multi-channel Customer Service Centre within Government, the third, or private sectors.
- Experience of leading multiple multi-disciplinary teams across regional sites whilst ensuring consistent delivery of service provision, business continuity and surge management.
- Strong track record of successfully developing and managing service levels to drive excellent customer service whilst benchmarking against industry standards and achieving/maintaining Customer Service Accreditation.
- Developing and using customer intelligence to inform processes and systems.
Additional Information
This role is based across Swansea and Newcastle, with regular travel required between the two locations. The successful candidate may also be expected to attend meetings or events at other national administration sites as required.
Head of Customer Service Centre in Swansea employer: Driver and Vehicle Standards Agency (DVSA)
Contact Detail:
Driver and Vehicle Standards Agency (DVSA) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service Centre in Swansea
✨Tip Number 1
Network like a pro! Reach out to current or former employees at DVSA on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Head of Customer Service Centre.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service leadership. We should focus on how we’ve improved service delivery and engaged teams in past roles. Real examples will make us stand out!
✨Tip Number 3
Show our passion for customer service! During interviews, let’s share our vision for modernising customer contact services. Highlighting our ideas on using data and customer insights can really impress the hiring team.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can keep us fresh in their minds. Plus, it shows we’re proactive and genuinely interested in the position.
We think you need these skills to ace Head of Customer Service Centre in Swansea
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Head of Customer Service Centre. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills: Since this role is all about leading teams and improving customer service, don’t forget to share specific examples of how you've successfully managed teams and driven change in previous roles. We want to see your leadership in action!
Highlight Customer Insight Experience: Demonstrate your ability to gather and use customer insights to improve service delivery. Share any relevant experiences where you've used data to make informed decisions that enhanced customer satisfaction.
Apply Through Our Website: Remember to submit your application through our website before the deadline! It’s the best way to ensure we receive your application and can consider you for this exciting opportunity.
How to prepare for a job interview at Driver and Vehicle Standards Agency (DVSA)
✨Know Your Customer Service Inside Out
Make sure you’re well-versed in the latest trends and technologies in customer service, especially in multi-channel environments. Familiarise yourself with DVSA’s mission and how they gather customer insights to improve service delivery.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams through change, particularly in adapting to new technologies or processes. Highlight your experience in improving staff morale and engagement, as this is crucial for the role.
✨Demonstrate Data-Driven Decision Making
Be ready to discuss how you’ve used customer intelligence to inform processes and systems in previous roles. Bring specific examples of how data has helped you drive improvements in service levels and customer satisfaction.
✨Emphasise Continuous Improvement
Talk about your approach to modernising customer operations and maintaining service accreditations. Share any relevant experiences where you’ve benchmarked against industry standards and achieved recognition for excellent customer service.
