Contact Centre Head of Operations

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

- 417986

**Salary**:

- £54,857
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Grade 7

**Contract type**:

- Permanent

**Business area**:

- DVLA - Operations and Customer Service Directorate - Contact Centre

**Type of role**:

- Business Management and Improvement
Contact Centre
Operational Delivery
Senior leadership

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Swansea

**About the job**:
**Job summary**:
Are you a strategic individual with experience of leading a large customer service operation?

Do you enjoy working in a fast-paced, customer focused environment?

Do you thrive on creating and leading a coaching culture environment to achieve results?

Can you analyse and interpret data to inform and implement change?

If so, this could be the role for you We’re looking for a Head of Operations to lead our vibrant team in the DVLA Contact Centre

**Job description**:
The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.

As the role holder will be responsible for leading around 500 staff, we are looking to recruit an individual with senior contact centre leadership experience, who has strong coaching and analytical skills to implement and drive strategic change to deliver a first-class customer experience.

The role will require you to lead and manage all aspects of the Contact Centre operations to achieve all business targets through the effective use of resources and engagement of staff.

You will work closely with the Head of the Contact Centre to formulate and lead on strategy and empower and coach managers through change. For the role you will need strong communication skills to understand and listen to concerns from all levels and build solutions into the business’ strategy, enabling managers to understand, implement and deliver the service efficiently. It is therefore crucial that you are confident analysing data to drive continuous improvements and can build strong relationships quickly to influence and drive the contact centre through change as it moves into a digital space.

**Responsibilities**

Your responsibilities will include but will not be limited to:

- Leading and managing the Contact Centre operations ensuring continuous improvement, enhance stakeholder engagement and cultural development
- Leading and managing the Contact Centre operations to ensure a quality service utilising a broad range of management tools and ensuring staff engagement and staff satisfaction
- Building collaborative and effective relationships with stakeholders driving high levels of engagement
- Forecasting, scheduling and real time management of a large Contact Centre operation; ensuring Best in Class customer service

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

**Additional information**

Occasional travel to our Birmingham office will be required, which may involve overnight stays.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

**Person specification**:

- For this role you will be a skilled leader and able to think strategically to deliver continuous improvements to the customer service we deliver.
- You will build excellent working relationships with stakeholders to achieve progress on business objectives.
- You will be approachable and receptive to new ideas.
- You will understand the impact actions have on an organisation and inspire and motivate teams to be fully engaged in their work, ensuring everyone clearly understands their responsibilities and business priorities.
- With solid experience of coaching and developing others, you will empower people to deliver high performance.
- The role will lend itself to someone who can build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction.

**About Operational Delivery Profession**

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_._

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