Customer Services Lead

6 months ago

Swansea, United Kingdom Driver and Vehicle Licensing Agency Full time

**Details**:
**Reference number**:

- 340799**Salary**:

- £40,808**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- DVLA - Strategy, Policy and Communications Directorate**Type of role**:

- Communications / Marketing
- Project Delivery
- Senior leadership**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- SwanseaAbout the job

**Job summary**:
Have you got project management skills and believe in great customer service?

Are you highly organised and able to prioritise your work to achieve outcomes?

Do you have ability to challenge and influence at all levels, confidently pushing back when required?

If so, we would love to hear from you

This is an exciting opportunity to work in a fast-paced and varied role, where no two days are the same. A challenging yet high profile, rewarding role, offering visibility to senior stakeholders.

**Job description**:
As our Customer Services Lead you will play a key role within Creative Services, leading a very busy Document Control team. A first point of contact for customer requests and queries, being the lynchpin between the customer; communication and production teams; design colleagues and creative managers.

The role maintains and monitors new digital control processes to ensure the smooth running of the studio’s demanding and constantly changing workload. These processes maintain agency document integrity; and the delivery of innovative, creative products aligned to DVLA’s brand and strategy over a range of multi-disciplinary projects - supporting and promoting the agency’s strategic aims and legislative changes.

You will also lead on and be accountable for the management of contracts, information asset, risk management and business continuity for the Communications Team.

Whilst you are working within the creative services department, please be aware that this is not a creative role and instead will be working alongside the creative team.

**Responsibilities**

Your responsibilities will include but will not be limited to:

- Managing studio resource based on workload demand, identifying issues in advance, managing priorities, conflicts, and expectations appropriately
- Collating design work requests briefs, setting timelines, and ensuring client requirements and expectations are managed and met
- Leading and managing all administrative processes and procedures developed by the team to align with Agency policies
- Leading the team in developing excellent working relationships with form sponsors and stakeholders across the agency to facilitate effective service delivery that supports business objectives
- Providing ad-hoc support to the Head of Creative Services and wider Communications Team

For further information about the role please see the attached role profile.

**Additional Information**

Therefore, the expectation is that you will spend a minimum of 60% of your working time based at your principal workplace (DVLA). We would encourage you to discuss the working arrangements for this role with us during the recruitment process.

**Person specification**:
You will come to us with experience in project management and is someone who is passionate about delivering great customer service. You will need to be a proficient user in Microsoft Excel and have an understanding of MS Planner and SharePoint.

A self-starter, you proactively organise, forward plan and track ongoing work, ensuring the delivery of high-quality outcomes. You show resilience and tenacity to manage multiple workstreams and activities. You will recognise and manage the need for adaptability when faced with changing priorities.

You will be someone who naturally enjoys working collaboratively and likes the challenge of influencing others to achieve business outcomes. You can build rapport quickly with both internal and external stakeholders which enables you to create solid working relationships.

A natural communicator, you will have excellent verbal and written skills and can express yourself both confidently and concisely, with the ability to push back and challenge if required.

**_ We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues._**

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Changing and Improving
- Delivering at Pace
- Leadership
- Managing a Quality Service
- Working Together

**Benefits**:
Being part of our brilliant Civil Service me

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