Head of Quality and Account Management in Nottingham

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.

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.

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.

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.

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.
• 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.

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.

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.

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.

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.

Contact point for applicants Job contact: Name: John Selbey Email: john.selbey@dvsa.gov.uk Recruitment team Email: dftrecruitment.grs@cabinetoffice.gov.uk