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National Operations Service and Product Lead for Theory Testing
2 months ago
Position Overview
Are you adaptable in a dynamic work environment?
Do you excel at fostering strong professional relationships?
Do you enjoy collaborating across various departments?
If your answer is yes, we invite you to explore this opportunity.
This role offers a diverse and fulfilling experience within the Theory Test National Operations Management team at the Driver and Vehicle Standards Agency (DVSA).
The successful candidate will be crucial in facilitating the ongoing integration and effective delivery of the theory test service, focusing on establishing the necessary standards for various operational areas.
Key Responsibilities
The individual in this role will oversee one of the following service and product domains, with the understanding that responsibilities may evolve:
- Theory Test Centres (TTCs)
- In-house Theory Test Centres (IHTTCs)
- Management of non-standard accommodations; Trainer Booker service
- Customer Service protocols; Public booking service
The post holder will ensure the comprehensive delivery of services, maintaining national consistency and quality for customers and stakeholders.
Engagement with customers and stakeholders will be essential to discuss standard modifications, monitor enhancements, and identify inconsistencies, working collaboratively to resolve issues promptly.
Continuous improvement methodologies will be employed to enhance service delivery and customer experience, with assessments made regarding the feasibility of proposed improvements.
Additional Duties Include:
- Monitoring and reporting on service performance metrics.
- Identifying trends and risks that may affect national service consistency and DVSA's reputation.
- Maintaining and reviewing the service risk register.
- Assisting in the management of Disaster Recovery and Business Continuity Plans for the relevant service areas.
- Providing secretariat support and participating in various governance groups overseeing operational integrity and performance.
- Contributing to responses for public complaints, external stakeholder inquiries, and Ministerial submissions related to the assigned product area.
Candidate Profile
To thrive in this position, candidates should possess experience in a changing environment and demonstrate flexibility in adapting to new situations.
Strong communication skills, both written and verbal, are essential, along with a proven track record of collaborative work to achieve objectives.
This role requires the ability to manage shifting priorities effectively, maintaining high standards of work even under pressure.
Comfort in challenging and influencing others is vital for contributing to sound decision-making processes. Building effective relationships with both internal and external stakeholders is crucial.
Additional Information
This position allows for flexible working arrangements, with a hybrid model providing greater autonomy regarding work location and hours. A minimum of 60% of working time is expected to be spent at the designated base location.
Occasional travel may be necessary, including overnight stays, approximately once a month, depending on the service area.
We welcome applications from individuals seeking part-time opportunities, though candidates must be available for at least 30 hours per week.
About the Agency
The Driver and Vehicle Standards Agency (DVSA) is dedicated to ensuring safe and sustainable transportation across Britain.
Our mission includes:
- Enhancing road safety
- Improving customer service
- Promoting greener and healthier road transport
- Leveraging technology and data
- Supporting economic growth and development
The Civil Service is committed to attracting, retaining, and investing in talent from diverse backgrounds. For more information on our diversity and inclusion initiatives, please refer to our resources.
Assessment Criteria
During the selection process, candidates will be evaluated against the following behaviors:
- Adaptability and Improvement
- Efficient Delivery
- Quality Service Management
Benefits
- Flexible working options promoting work-life balance
- Generous pension scheme with substantial employer contributions
- Annual leave of 25 days, increasing with service
- 8 Bank Holidays plus an additional Privilege Day
- Access to the latest IT and technology
- A culture that encourages inclusion and diversity
- Comprehensive learning and development opportunities
- Discount schemes on various retail brands
- Employee assistance programs for health and wellbeing
- Cycle to work scheme and gym membership discounts
