Can you lead and motivate a team to deliver high-quality services while effectively managing priorities and performance?
Do you have experience coaching staff and using management information to improve individual and team performance?
If so, we'd love to hear from you!
The post holder is responsible for achieving targets and service level agreements within the Customer Service Centre. They will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications. Regular feedback on performance is required to ensure standards are adhered to.
The post holder will work closely with the virtual management team to ensure a consistent service is delivered across the centre.
Joining our department comes with many benefits, including:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensionshere
- 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 aprivilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about whatit'slike working atDVSA:Driver and Vehicle Standards Agency - Department for Transport Careers
Your responsibilities will include, butaren’tlimited to:
- Execute management responsibilities effectively and in line with DVSA policies and processes, planning and coordinating tasks and activities and taking responsibility for ensuring objectives are delivered.
- Managing people and performance using CSC and agency guidance.
- Listening to, understanding, respecting and accepting the value of different views, ideas and ways of working.
- Provide guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, upholding the reputation of the Agency, Department and Civil Service.
- Work in collaboration with colleagues across all functions for the good of DVSA and to create a high performing and well respected Agency.
- Monitor team performance against targets and service level agreements and take appropriate action to ensure that performance is maintained.
- Ensure monitoring of calls, emails and social media is conducted to the agreed level and provide timely feedback to staff through coaching sessions.
For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
Proud member of the Disability Confident employer scheme
Contact Centre Team Leader
Company: Government Recruitment Service Salary: £32,027 to £32,027 a year Hours: Full-time Location: Newcastle-upon-Tyne Job type: Permanent Posting date: 9 Nov 2026 Closing date: 6 Dec 2026 Apply for this job
Summary
Can you lead and motivate a team to deliver high-quality services while effectively managing priorities and performance?
Do you have experience coaching staff and using management information to improve individual and team performance?
If so, we'd love to hear from you!
The post holder is responsible for achieving targets and service level agreements within the Customer Service Centre. They will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications. Regular feedback on performance is required to ensure standards are adhered to.
The post holder will work closely with the virtual management team to ensure a consistent service is delivered across the centre.
Joining our department comes with many benefits, including:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensionshere
- 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 aprivilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about whatit'slike working atDVSA:Driver and Vehicle Standards Agency - Department for Transport Careers
Your responsibilities will include, butaren’tlimited to:
- Execute management responsibilities effectively and in line with DVSA policies and processes, planning and coordinating tasks and activities and taking responsibility for ensuring objectives are delivered.
- Managing people and performance using CSC and agency guidance.
- Listening to, understanding, respecting and accepting the value of different views, ideas and ways of working.
- Provide guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, upholding the reputation of the Agency, Department and Civil Service.
- Work in collaboration with colleagues across all functions for the good of DVSA and to create a high performing and well respected Agency.
- Monitor team performance against targets and service level agreements and take appropriate action to ensure that performance is maintained.
- Ensure monitoring of calls, emails and social media is conducted to the agreed level and provide timely feedback to staff through coaching sessions.
For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
Apply for this job
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Proud member of the Disability Confident employer scheme
About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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Contact Centre Team Leader in Newcastle upon Tyne employer: Government Recruitment Service
The Ministry of Justice is an exceptional employer, offering a dynamic and inclusive work environment where finance professionals can thrive. With a strong commitment to employee development, flexible working options, and a robust pension scheme, the MoJ fosters a culture of collaboration and innovation, ensuring that every team member has the opportunity to influence key financial strategies that impact the nation. Located nationally, this role provides the unique advantage of engaging with diverse stakeholders across the UK, making it a rewarding place for those seeking meaningful contributions to public service.
Contact Details:
Government Recruitment Service Recruitment Team
