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- Tasks: Lead and manage teams to deliver top-notch customer service and drive business improvements.
- Company: Join the Civil Service in Birmingham with a focus on people and performance.
- Benefits: Enjoy a generous pension, 25 days leave, flexible working, and career development opportunities.
- Why this job: Make a real impact by leading change and fostering a high-performance culture.
- Qualifications: Strong leadership skills and a customer-focused mindset are essential.
- Other info: Flexible working options for a great work-life balance.
The predicted salary is between 35663 - 35663 £ per year.
Location: Birmingham (Hybrid)
Salary: £35,663 - A Civil Service Pension with an employer contribution of 28.97%
Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time
The purpose of this role is to lead and manage operational managers and teams to deliver targets through effective use of resource and engagement of staff. To support business improvements and to deliver best-in-class customer service in a people focused environment that champions Recognition, Involvement, Development and Support for all.
Key Responsibilities include, but are not limited to:
- Effectively manage and lead your area, building a high-performance culture and taking overall responsibility for performance outcomes.
- Monitor and analyse operational performance data for your area to identify trends and issues, making strategic recommendations and developing plans that support business delivery, considering the impact on the wider business.
- Build your team's change management capabilities by raising awareness of our digital agenda, leading colleagues through periods of change, and providing clear communication and support during transitions.
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.
- 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
- Flexible working options where we encourage a great work-life balance.
About you
To be successful in this role you will be a confident individual with a strong operational focus, putting the customer at the heart of everything you do. You will be resilient, responding positively to challenge and have the ability to adapt your communication style to engage with stakeholders at all levels. You’ll have excellent leadership skills, working with team members to set priorities, create clear plans and manage all work to meet the needs of the customers and the business. As a leader, you will need to develop an innovative culture; where shared vision, collaboration, and learning from mistakes enable continuous improvement. Risk management skills are key in achieving goals in-line with short and long-term business priorities whilst delivering and influencing transformational change.
Apply before 11:55 pm on Monday 16th March 2026
Contact Centre Operational Customer Service Manager in Birmingham employer: Driver & Vehicle Licensing Agency
Contact Detail:
Driver & Vehicle Licensing Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operational Customer Service Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current employees in the organisation or similar roles on LinkedIn. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Make sure you can demonstrate how your leadership style aligns with their focus on customer service and team engagement.
✨Tip Number 3
Practice your responses to common interview questions, especially around change management and operational performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Contact Centre Operational Customer Service Manager in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the key responsibilities mentioned in the job description. We want to see how you can lead teams and drive performance, so don’t hold back!
Showcase Your Leadership Skills: In your application, emphasise your leadership style and how you've successfully managed teams in the past. We’re looking for someone who can build a high-performance culture, so share specific examples of how you've done this before.
Highlight Change Management Experience: Since this role involves leading colleagues through change, it’s crucial to demonstrate your experience in change management. Talk about times when you’ve supported teams during transitions and how you communicated effectively throughout the process.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Driver & Vehicle Licensing Agency
✨Know Your Stuff
Before the interview, dive deep into the job description and understand the key responsibilities. Be ready to discuss how your experience aligns with leading teams, managing performance, and driving customer service excellence.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership abilities. Think of times when you built a high-performance culture or led a team through change. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Data-Driven Mindset
Since the role involves monitoring operational performance data, be prepared to discuss how you've used data to identify trends and make strategic recommendations in previous roles. Bring specific examples to the table!
✨Emphasise Adaptability
The ability to adapt your communication style is crucial. Think about instances where you successfully engaged with different stakeholders. Be ready to share how you’ve navigated challenges and supported your team during transitions.