Service Operations Officer in Newcastle upon Tyne

Details

Reference number

Salary

£26,607

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Administrative Officer

Contract type

Permanent

Business area

DVSA – Corporate Affairs

Type of role

Analytical

Contact Centre
Operational Delivery

Working pattern

Flexible working, Full-time, Part-time, Compressed hours

Number of jobs available

1

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Newcastle-upon-Tyne, Swansea

About the job

Job summary

Are you confident working independently?

Have you got excellent organisational and time management skills?

Do you enjoy working with people at all levels?

If so we\’d 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\’re 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

Read more in the Benefits section below

Find out more about what it\’s like working at Driver and Vehicle Standards Agency – Department for Transport Careers

Job description

The Service Operations Officer provide reporting, data, technical and admin support within the Service Operations team. Undertake Admin reporting responsibilities and resolve Agent technical problems, reporting issues where necessary. Monitor call and email queues and identify actions to improve service.

Your responsibilities will include, but aren\’t limited to:

• Produce Ad hoc statistics for customer services management team and DVSA stakeholders
• Providing data showing trends and key information to identify improvement opportunities
• Ensure Management has accurate information in relation to staffing and shift patterns
• Monitor call/email queues to support customers, identifying actions to improve service
• Provide assistance with the creation/maintaining of performance reporting
• Technology maintenance – fault reporting, liaising with contract providers, liaising with DVSA Service Desk

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.

Person specification

Required experience:

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

• Experience of using contact centre telephony systems and functionality
• Ability to prioritise workloads to aid productivity within Customer Services
• Manage time effectively
• Taking ownership of tasks and issues
• Producing Ad Hoc reports (sometimes at short notice)
• Good written and communication skills
• Sound computer literacy skills e.g. Microsoft Applications
• Experience of working in a customer facing environment

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

Working hours, office attendance and travel requirements

Full time roles consist of 37 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 (one of the locations cited in the advert) 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.

Successful candidates will need to undergo significant training and will be required to fully attend the office 100% during this training period (minimum 12 weeks).

Occasional travel to other offices will be required, which may involve overnight stays. In particular, you may be asked to visit sites at Newcastle or Swansea.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

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:

• Working Together
• Developing Self and Others
• Managing a Quality Service

Benefits

Alongside your salary of £26,607, Driver and Vehicle Standards Agency contributes £7,708 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
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