Service Operations Officer

1 week ago

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

OverviewService Operations OfficerDriver and Vehicle Standards AgencyApply before 11:55 pm on Thursday 4 December 2025📍 Location: Newcastle-upon-Tyne, Swansea (Hybrid)💷 Salary: £26,607 - A Civil Service Pension with an employer contribution of 28.97%🕒 Contract Type: Permanent – Flexible working, Full-time, Job share, Part-timeThe Service Operations Officer provides 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.ResponsibilitiesProduce ad hoc statistics for customer services management team and DVSA stakeholdersProvide data showing trends and key information to identify improvement opportunitiesEnsure Management has accurate information in relation to staffing and shift patternsMonitor call / email queues to support customers, identifying actions to improve serviceProvide assistance with the creation / maintaining of performance reportingTechnology maintenance – fault reporting, liaising with contract providers, liaising with DVSA Service DeskBenefitsEmployer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave)8 Bank Holidays plus an additional Privilege Day to mark the King’s birthdayAccess to the staff discount portalExcellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues24-hour Employee Assistance Programme providing free confidential help and advice for staffFlexible working options where we encourage a great work-life balanceAbout youTo be successful in this role you will need to have the following experience:Experience of using contact centre telephony systems and functionalityAbility to prioritise workloads to aid productivity within Customer ServicesManage time effectivelyTaking ownership of tasks and issuesProducing Ad Hoc reports (sometimes at short notice)Good written and communication skillsSound computer literacy skills e.g. Microsoft ApplicationsExperience of working in a customer facing environmentHow to ApplyRead the full job description and apply using the link providedThis vacancy closes at 23:55 on Thursday 4 December 2025 #J-18808-Ljbffr

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