At a Glance
- Tasks: Lead customer operations and drive service excellence across the agency.
- Company: Join the DVSA, a diverse and inclusive employer.
- Benefits: Enjoy 25 days annual leave, flexible working, and a generous pension scheme.
- Other info: Dynamic role with excellent career development opportunities.
- Why this job: Make a real impact by enhancing customer experiences and driving meaningful change.
- Qualifications: Experience in fast-paced customer environments and strong communication skills required.
The predicted salary is between 69501 - 69501 £ per year.
Can you build trusted relationships with customers, suppliers and key stakeholders, while thriving in a fast-paced customer service or operational environment? Have you successfully influenced senior decision-makers through strong communication, sound business judgment and effective negotiation, delivering positive outcomes for customers and organisations alike? Are you a strategic thinker with a talent for analysing complex information, solving problems and turning big-picture ideas into practical, actionable plans that drive results? If so, we'd love to hear from you!
Our team plays a pivotal role in delivering exceptional customer and operational outcomes across the organisation. Working at the heart of stakeholder engagement, service excellence and continuous improvement, we collaborate with colleagues, customers and partners to identify opportunities, solve complex challenges and drive meaningful change. The team combines strategic thinking with a hands-on approach, ensuring that innovative ideas are translated into practical solutions that enhance performance, strengthen relationships and support organisational objectives. This is a dynamic and rewarding environment for individuals who enjoy building connections, influencing outcomes and making a tangible impact.
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.
The Head of Customer Operations and Insight provides strategic leadership for DVSA's customer strategy, championing the voice of the customer and driving service excellence across the Agency. The role oversees customer contact operations, insight and performance reporting, corporate correspondence, and service delivery functions. Responsible for ensuring high-quality, multi-channel customer services and effective complaint management, the post holder uses customer intelligence and data-driven insights to improve performance, strengthen customer experience, and support informed decision-making across DVSA.
Your responsibilities will include, but aren't limited to:
- Lead the development of the customer strategy and plans across the organisation, supporting the leadership team in the formulation of a well-informed, coherent, and realistic business strategy, aligned to wider DfT and Civil Service aspirations.
- Collaborate with DVSA's main operational services to ensure that customer intelligence and insight is shared to improve the service to customers.
- Accountable for the provision of a high quality and effective customer service centre.
- Active role in the management and response of complaints to DVSA, including greater use of the intelligence and data they provide for the benefit of DVSA services.
- Accountable for the continued development of digital solutions in customer operations, using strong evidence-based customer insight.
- Working with service leads and policy colleagues, ensure that external customer experience tracking is commissioned and resourced to enable DVSA to monitor, understand and improve customers' experiences.
- Develop and promote a culture of continuous improvement and continuous professional development to ensure delivery of a quality service to our customers.
- Provide professional advice, guidance and subject matter expertise to the Chair, Chief Executive Officer, and Directors to enable them to make informed strategic decisions for the Agency.
To be successful in this role you will need to have the following experience:
- Significant experience gained in a fast-paced customer and operational environment, using customer insight to support evidence-led decision making.
- Highly skilled in problem solving and analysis, including rapid research and gathering of new and complex information, and translating it into actionable recommendations.
- A confident communicator with demonstrable experience of producing high level written and verbal communication products, combined with the ability to build credible peer-based relationships with decision makers.
- Able to formulate strategy, make connections between work areas, and translate big picture approaches to practical implementation plans.
This role is being advertised in Uxbridge, however the contractual base will be Yeading. While estates work is being carried out in Yeading all posts are being temporarily based at Uxbridge. Successful applicants will start with us at our Uxbridge location. However, everyone will be required to work from Yeading when it reopens in 2028. You will receive the London Weighting allowance of £4,000 while based at Uxbridge and this will continue when we move to Yeading.
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.
We will assess you against these behaviours during the selection process: Seeing the Big Picture, Managing a Quality Service, Leadership, Communicating and Influencing, Changing and Improving.
Alongside your salary of £69,501, Driver and Vehicle Standards Agency contributes £20,134 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.
- 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.
Head of Customer Operations and Insight in Manchester employer: Driver and Vehicle Standards Agency
The Driver and Vehicle Standards Agency (DVSA) is an exceptional employer that prioritises inclusivity and employee well-being, offering a generous pension scheme, flexible working options, and ample annual leave. With a strong commitment to professional development and a supportive work culture, DVSA empowers its employees to thrive while contributing to safer and more sustainable road transport across the UK. Join us in making a meaningful impact on road safety and enjoy a fulfilling career in a dynamic environment.
Contact Details:
Driver and Vehicle Standards Agency Recruitment Team
dftrecruitment.grs@cabinetoffice.gov.uk
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations and Insight in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Driver and Vehicle Standards Agency. 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 Standards Agency 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 Head of Customer Operations and Insight in Manchester
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 Standards Agency:Your cover letter is your chance to shine! Tell us why you want to work at Driver and Vehicle Standards Agency 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 Standards Agency!
How to prepare for a job interview at Driver and Vehicle Standards Agency
✨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.
