Head of Quality and Account Management

This job is with Driver and Vehicle Standards Agency, an inclusive employer. About the job Job summary Can you work collaboratively with both internal and external stakeholders to ensure that customer service is at the heart of everything we do? Do you have experience of interpreting monitoring information (MI), analysis, and industry intelligence to gain insight into trends, risks and opportunities? If so, we'd love to hear from you! The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles. We're working hard to:

• make roads safer
• improve services for our customers
• make road transport greener and healthier
• harness the potential of technology and data
• grow and level up the economy

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 Leading the Quality and Customer Account Management functions within Driver Services, providing strategic leadership to deliver consistent, high-quality customer service. As a key member of the Driver Services Delivery leadership team, the role drives service excellence, continuous improvement and professional development through strong coaching and mentoring. Working collaboratively across DVSA, the postholder provides operational insight and specialist expertise to ensure consistent testing standards and a simple, fair and customer-focused service. Your responsibilities will include, but aren't limited to:

• Uphold and improve customer service experience and standards to support DVSA's vision.
• Drive a culture of continuous development, ensuring colleagues are provided with opportunities to develop and identify better ways of working.
• Work collaboratively with members of the Driver Delivery Team to identify improvements that enhance customer experience and staff engagement.
• Interpret monitoring information (MI), analysis, and industry intelligence to gain insight into trends, risks and opportunities.

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

• Experience with resource and forecasting models
• Experience of leading geographically dispersed teams
• Experience of delivering change, including experience of engaging staff and teams.
• Excellent relationship management: experience of working with customers; building relationships and tackling issues
• Commercial awareness, and an understanding of issues and trends impacting industry
• Experience of using a wide range of complex information, including MI and industry trends, to inform strategies and decision making
• Have a solid grounding in business and general management skills

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 30 hours per week. This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements. The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation. If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role. Visa Sponsorship Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application. Behaviours We'll assess you against these behaviours during the selection process:

• Leadership
• Changing and Improving
• Making Effective Decisions
• Communicating and Influencing
• Working Together

We only ask for evidence of these behaviours on your application form: Leadership Benefits Alongside your salary of £57,515, Driver and Vehicle Standards Agency contributes £16,662 towards you being a member of the Civil Service Defined Benefit Pension scheme. Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• 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).
• 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Things you need to know Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified, applications may be withdrawn and internal candidates may be subject to disciplinary action. Selection process details This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience. How to apply: Our selection process ensures a comprehensive assessment of each applicant's skills, and potential fit within our organisation. The selection process for this role will be:

• Stage 1: Sift of CV, personal statement and a Behaviour
• Stage 2: Interview

You must be successful at each stage to progress to the next stage. Stage 1: Sift At sift, you will be assessed against the following Success Profile elements: Behaviours - you will be asked to provide a 250-word statement on the following Behaviours: Leadership Experience - you will be asked to provide a CV (unlimited wordcount) and personal statement (750-word count). Please provide evidence of your experience of the following: Relationship management: experience of working with customers; building relationships and tackling issues. Commercial awareness, and an understanding of issues and trends impacting industry. Experience of using a wide range of complex information to inform strategies and decision making. Should a large number of applications be received, an initial sift may be conducted using the lead Success Profile element: Leadership behaviour. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview. The sift will take place week commencing 29/06/2026. Stage 2: Interview At interview stage, you will be assessed against the following Success Profile elements:

• Behaviours - (Changing and Improving, Making Effective decisions, Communicating and Influencing and Working Together)
• Strengths

The interviews will take place week commencing 20/07/2026. This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview. You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site. Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change. Further information on the selection process We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal. Pre-employment Checking 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. 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. All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers. 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. Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need during the recruitment process. Document Accessibility This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.