Senior Customer Relationship Manager in Swindon

Can you build and maintain strong relationships with customers and external clients? Have you successfully resolved issues while managing client relationships? Are you confident working with numbers and data analysis? If so, we would 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 are 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

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), plus 8 bank holidays and a privilege day for the King's birthday.
• Flexible working options where we encourage a great work-life balance.

Role and Responsibilities:

The Senior Customer Relationship Manager role for Vehicle Services is accountable for the customer relationship/customer insight of DVSA's Vehicle Testing services. They will form a national view of vehicle testing needs, with an awareness of gaps and over-provision of services and develop strategies for resolution while ensuring effective utilisation of vehicle testing resources. The role holder acts as the face of DVSA and ensures that the Agency has effective working relationships with its key customers and stakeholders to deliver its testing services. The post holder has responsibility for leadership and management of the geographically widespread team of 8 Customer Relationship Managers.

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

• Form a national view of vehicle testing customer needs, have a national awareness of gaps and over-provision of services and develop strategies for resolution while ensuring effective utilisation of vehicle testing resources.
• Connect regularly with DVSA Operations and other Directors.
• Visit key account holders and liaise with external company directors.
• Have day-to-day accountability for dealing with customer queries and concerns and will listen to and seek to understand user needs.
• Build relationships with internal stakeholders to provide structured feedback and ensure user needs and customer insight are incorporated into DVSA service and product development.
• Develop and manage relationships nationally to ensure DVSA's testing provision meets the needs of all vehicle testing customers.

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.

Additional Information:

Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.