Theory Test National Operations Service and Product

4 weeks ago

Newcastle upon Tyne, United Kingdom Driver and Vehicle Standards Agency Full time

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

- 352168**Salary**:

- £32,603**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- Digital Operations**Type of role**:

- Administration / Corporate Support
- Operational Delivery
- Project Delivery**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, Newcastle-upon-Tyne, Nottingham, SwanseaAbout the job

**Job summary**:
Would you thrive in a constantly evolving environment?

Do you find it easy to build great relationships?

Are you someone who enjoys working collaboratively with different business areas?

If so, we'd love to hear from you

This is a varied and rewarding role, that presents the opportunity to work within the Theory Test National Operations Management team at the Driver and Vehicle Standards Agency (DVSA).

The successful role holder will play an integral part in ensuring the ongoing integration and successful delivery of the theory test service, by promoting the definition of the standards that need to be in place for these areas and the overall service.

**Job description**:
The post holder will be accountable for one of the service and product areas below. Please note that this list may change over time. The post holder will be expected to develop a knowledge of the services and products for which they are not directly accountable for and therefore be available to provide cover during colleague absences.
- Theory Test Centres (TTCs)
- Driver and Vehicle Agency DVA (in Northern Ireland) and In-house Theory Test Centres (IHTTCs)
- Booking of non-standard accommodations; Trainer Booker service
- Customer Service procedures; Public booking service

The post holder will monitor the end-to-end delivery to ensure the national consistency and quality of the service and product to the service’s customers and stakeholders.

They will engage with customers and stakeholders to discuss changes to standards, monitor improvements and highlight areas of inconsistency and work as a team to resolve these as quickly as possible.

The post holder will work to improve services using continuous improvement methodologies to the betterment of customer service experience. They will work to assess improvements for viability within the service.
- Responsibilities include, but are not limited to;_
- Report on and monitor service performance.
- Support the identification of trends and risks to consistent provision nationally and reputational damage to DVSA.
- Ensure the service risk register is maintained and reviewed.
- Support the management of Disaster Recovery and Business Continuity Plans for the service and product areas.
- Provide secretariat support for and participate in a variety of service operations management governance groups that govern the operational integrity and performance of the service.
- Contribute to the provision of responses to complaints from the public, external stakeholders, Members of Parliament (MP), requests for information, Ministerial submissions and/or briefings on own product area.

**Person specification**:
To succeed in this role, you have experience of working within an environment of change and are someone who can easily adjust in a changing environment.

Excellent communication skills, both written and verbal are pivotal to this role, you will bring experience of having collaboratively worked with others to successfully achieve objectives.

This is a varied role, that often requires a shift in priorities. You have experience of working flexibly and can adapt to varying situations, successfully completing your work to a high standard, even when under pressure.

You are comfortable at challenging and influencing others, to contribute to effective decision making. You can build effective working relationships with internal and external stakeholders.

Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

**Additional Information**

This role can be based in Swansea, Nottingham, Bristol, or Newcastle, your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.

Please note that occasional travel will be required, including overnight stays to Nottingham and to other locations, approximately once a month depending on service/product area. For example, to the DVSA Customer Service Centre, UK Test Centres, and In-house Theory Test Centres.

**About Us**

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely a

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