Operational Team Leader in Swansea

Are you a passionate leader, with the ability to coach and drive your team to achieve performance and quality outputs? Can you lead others through change and motivate them to reach their full potential? Would you like the opportunity to work in a fast‑paced, challenging but rewarding role with opportunities to influence how we deliver services across our business and make a difference to the experience of our customer? If so, we are looking for enthusiastic and engaging Team Leaders to join the Operational and Customer Services Directorate (OCSD) within the Driver and Vehicle Licensing Agency (DVLA) in Swansea.

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.

The DVLA is responsible for driver licensing, vehicle registration and licensing, and the collection and enforcement of vehicle tax across the UK. This is an exciting opportunity for ambitious and proactive individuals to lead operational teams in a customer‑focused environment. You will build strong relationships with colleagues and stakeholders, driving high standards of customer experience and performance. The role offers significant opportunities for personal and professional development, including coaching teams, enhancing leadership skills, and accessing leadership masterclasses and professional qualifications. You will help shape the future and sustainability of the Agency, working with a diverse workforce and role‑modelling Civil Service values. We are seeking people passionate about customer excellence and continuous improvement.

Responsibilities:

• Lead and manage your team by providing advice and coaching to colleagues on current, and revised procedures.
• Organising workloads and resources and planning production schedules to achieve agreed performance targets and standards.
• Effectively manage, coach and drive team performance, taking responsibility and accountability for performance outcomes, customer service, quality and efficiencies.
• Develop and sustain strong working relationships with customers and stakeholders, both internally and externally.
• Investigate and resolve customer complaints to maintain and improve customer service.
• Promote continuous improvement by identifying and implementing better working practices.
• Build own capabilities in managing change in the workplace, raising the awareness of the digital agenda and lead, support and communicate with colleagues through periods of change.
• Oversee and be accountable for performance, conduct and attendance processes within your area of responsibility and ensure they are adhered to and acted on in a timely manner in your role as Investigating Officer or Decision Officer.

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.