Vehicle Services Delivery Manager in Essex

This job is with Driver and Vehicle Standards Agency, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

About the job

Can you inspire and lead a team to deliver excellent customer service in a fast-paced operational environment? Have you successfully built strong relationships with stakeholders while using data and insight to improve performance? Are you passionate about developing people through coaching, mentoring, and supportive leadership? If so, we'd love to hear from you!

The Vehicle Services Directorate within the Driver and Vehicle Standards Agency (DVSA) plays a vital role in keeping Britain's roads safe by ensuring vehicles meet the required standards. Our team of Vehicle Standards Assessors works closely with Approved Testing Facilities and vehicle operators to deliver a consistent, fair, and high-quality service.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King's birthday.
• Flexible working options where we encourage a great work-life balance.

Job description

The post holder will lead and manage a team of Vehicle Standards Assessors within the Driver and Vehicle Standards Agency's Vehicle Services Directorate. They will ensure delivery of a consistent, high-quality service to customers, including Approved Testing Facilities and vehicle operators. You will build strong stakeholder relationships while monitoring service performance and using evidence to inform decisions. You will promote a culture of coaching and mentoring, motivating the team to develop the knowledge, skills, and behaviours needed to deliver a simple, clear, and fair service.

Your responsibilities will include, but aren't limited to:

• Work collaboratively with both internal and external stakeholders to ensure that customer service is at the heart of everything we do.
• Undertake statutory annual testing inspections for all classes of vehicle, when required, as part of service contingency.
• Manage the local operational delivery of heavy vehicle testing, ensuring a consistent and quality service is provided to our customers.
• Review team management information reports and KPIs and work with fellow leadership team colleagues to provide appropriate details or improvements.
• Establish and promote a culture of continuous improvement to ensure delivery of a quality service to our customers.
• Champion best practice and customer service excellence, highlighting potential system improvements and supporting and advocating new ideas or innovations.
• Demonstrate leadership by providing guidance to staff to support the delivery of objectives.
• Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Liaise with relevant internal and external departments to ensure that customer needs are met and these requirements are fully communicated throughout the business.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile attached. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Required Experience: To be successful in this role you will need to have the following experience:

• Experience of leading and working as part of geographically dispersed operational team and an understanding of the effect of remote working.
• Experience of delivering against key targets and customer service standards, increasing efficiency, and driving value for money.
• Experience of working with customers, building relationships, resolving issues and using data to inform sound decision making.
• Proven ability to coach and mentor to develop others and improve performance.

Additional Information

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.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. 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 35 hours per week. Significant travel will be required in this role, which could involve overnight stays.

If you have questions regarding how hybrid working is practiced within the business area, or any reasonable adjustments or flexible working arrangements you may currently have or need in place if successful in your application, please contact the Vacancy Holder.

Visa Sponsorship

Please note that we do not hold a UK Visa.