Theory Test National Operations Service and Product Owner

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

Would you thrive in a constantly evolving environment? Do you find it easy to build great relationships? Are you someone who enjoys working collaboratively with different business areas? If so, we'd love to hear from you!

This is a varied and rewarding role, that presents the opportunity to work within the Theory Test National Operations Management team at the Driver and Vehicle Standards Agency (DVSA). The successful role holder will play an integral part in ensuring the ongoing integration and successful delivery of the theory test service, by promoting the definition of the standards that need to be in place for these areas and the overall service.

The post holder will be accountable for one of the service and product areas below. Please note that this list may change over time. The post holder will be expected to develop a knowledge of the services and products for which they are not directly accountable for and therefore be available to provide cover during colleague absences.

• Theory Test Centres (TTCs)
• In-house Theory Test Centres (IHTTCs)
• Booking of non-standard accommodations; Trainer Booker service
• Customer Service procedures; Public booking service

The post holder will monitor the end-to-end delivery to ensure the national consistency and quality of the service and product to the service's customers and stakeholders. They will engage with customers and stakeholders to discuss changes to standards, monitor improvements and highlight areas of inconsistency and work as a team to resolve these as quickly as possible. The post holder will work to improve services using continuous improvement methodologies to the betterment of customer service experience. They will work to assess improvements for viability within the service.

Responsibilities include, but are not limited to:

• Report on and monitor service performance.
• Support the identification of trends and risks to consistent provision nationally and reputational damage to DVSA.
• Ensure the service risk register is maintained and reviewed.
• Escalate national service issues to National Operations Manager, providing support to bring about resolution.
• Work with internal and external stakeholders to ensure the product meets business and user needs.
• Support the assessment of change and improvements within the product area, understanding and managing the benefits and impacts of proposed changes.

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

• Experience of working in an environment of change.
• Experience of working collaboratively with others to achieve objectives.
• Strong ability to work flexibly to meet changing priorities for the team and the organisation.
• Strong written and verbal communication skills.
• Proficient in the use of MS Outlook/Word/Excel/PowerPoint.
• Able to challenge and influence others, to contribute to effective decision making.
• Able to build effective working relationships with internal and external stakeholders to work collaboratively to achieve objectives.

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. Occasional travel to other offices will be required, which may involve overnight stays.

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:

• Delivering at Pace
• Changing and Improving
• Managing a Quality Service

Benefits: Alongside your salary of £35,663, Driver and Vehicle Standards Agency contributes £10,331 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. This includes:

• a generous annual leave entitlement
• attractive pension options with an employer contribution of 28.97%
• flexible working
• good career development opportunities
• a variety of career paths
• inclusive working environments and much more to support a healthy 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: As part of the application process, you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

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 and personal statement
• Stage 2: Interview

You must be successful at each stage to progress to the next stage.

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.

Document Accessibility: If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Further Information: For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website.

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).

Nationality requirements: This job is broadly open to the following groups: UK nationals, nationals of the Republic of Ireland, nationals of Commonwealth countries who have the right to work in the UK, nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS).

Working for the Civil Service: The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition.

Diversity and Inclusion: The Civil Service is committed to attract, retain and invest in talent wherever it is found.

Apply and further information: This vacancy is part of the Great Place to Work for Veterans initiative.

Contact point for applicants: Job contact: Name: Louise de-Balsi Email: louise.de-balsi2@dvsa.gov.uk Recruitment team Email: dftrecruitment.grs@cabinetoffice.gov.uk