Customer Service Centre Team Leader

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

- 303468**Salary**:

- £26,780**Job grade**:

- Executive Officer**Contract type**:

- Fixed Term
- Loan**Length of employment**:

- 12 months with a possibility of permanency**Business area**:

- DVSA - Corporate Affairs**Type of role**:

- Administration / Corporate Support
- Contact Centre
- Operational Delivery**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
- Newcastle-upon-TyneAbout the job

**Job summary**:
***

**_To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work _**
**_visit our Careers website_**
**_._**

Are you an influential leader with a passion for customer service?
- Do you enjoy coaching and developing others to reach their full potential?
- Would you like the opportunity to work somewhere that makes a real difference to road safety in Britain?
- If so, we are looking to recruit a Customer Service Centre Team Leader to join us at the Driver and Vehicle Standards Agency (DVSA) and we’d love to hear from you**Job description**:
The post holder will work closely with the virtual management team to ensure a consistent service is delivered across the centre.

**Responsibilities include, but are not limited to;**
- Managing people and performance using CSC and agency guidance
- Taking ownership of team and individual development by identifying capability needs and consistently achieving development objectives
- Confidently handling challenging conversations or interviews
- Investigate and respond to customer complaints within agreed timescales and standards
- Ensuring that levels of service are maintained and flagging up risks or concerns in order to meet customer requirements
- Recognise, respect and reward the contribution and achievement of others
- Monitor team performance against targets and service level agreements and take appropriate action to ensure that performance is maintained

**Person specification**:
We are looking for a motivational and influential leader, with the ability to lead from the front and drive others to reach shared goals, while bringing a positive, and pragmatic attitude to leading the team and achieving outcomes.

Analysing data and MI is something you enjoy doing, helping you to identify trends and factors to improve performance and operational activity.

Being an advocate for change is something you take pride in, promoting a culture of continuous improvement within your team.

Your excellent communication and interpersonal skills, mean you are able to interact with others in an engaging and enthusiastic way.

You quickly build rapport and build meaningful relationships. You can deal with conflict confidently and can handle challenging conversations professionally and with sensitivity.

Your fantastic planning and organisational skills give you the ability to excel in a fast-paced environment, often coordinating multiple and conflicting priorities to time and of a high standard.

**Additional Information**

There may be a requirement to travel to other DVSA locations on occasion.

This role is based in Newcastle, where your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model that allows you to work between home and office locations, giving you greater flexibility about where and when you work.

This post is offered on a Fixed Term Appointment (FTA) basis to complete a finite piece of work. However, there could be potential of permanency.

Permanent Civil Servants will not be expected to change their employment status from permanent to fixed term appointment.

If you're employed by a non-departmental public body (NDPB) by moving jobs this will involve a change of employer and you may break the statutory rules on continuity of employment.

**About Us**

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

We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

- make roads safer
- improve services for our customers
- make road transport greener and healthier
- harness the potential of technology and data
- grow and level up the economy

We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.

Visit the Department for Transport careers website to read more about the great opportunities and benefits of working at DVSA.

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

- Leadership
- Communicating and Influencing
- Managing a Quality