Senior Operations Leader

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

- 429792

**Salary**:

- £44,241
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Senior Executive Officer

**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**:
Do you have experience in leading and supporting large operational teams?

Can you build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction, whilst balancing competing priorities in a fast paced environment?

If so, we would love to hear from you

The Driver and Vehicle Licensing Agency (DVLA) plays a vital role in keeping Britain’s roads safe and efficient. We are responsible for the registration and licensing of drivers in Great Britain and vehicles across the UK, as well as the collection and enforcement of Vehicle Excise Duty (VED). Our work ensures that only qualified drivers and correctly taxed vehicles are on the road.

Our key responsibilities include issuing photocard driving licences and vehicle registration certificates, recording driver endorsements and medical conditions, and taking enforcement action against tax evaders. We also register and issue tachograph cards, sell personalised registrations, and support law enforcement by providing crucial data to police and intelligence services. In addition, we offer anonymised data services to authorised users, helping inform public and private sector decision-making.

At DVLA, we are committed to delivering services that are simple, secure, and efficient making a difference to millions of people every day.

Joining our department comes with many benefits, including:

- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below

Find out more about what it's like working at DVLA.

**Job description**:
As Senior Operations Leader, the role will require you to lead and manage the Operational area to deliver excellent Customer Service, driving the delivery of Operational and Customer Services Directorate (OCSD) Key Priorities, Service Level Agreements, Secretary of State and Agency targets.

This is a key role in leading staff to deliver the front-line driver and/or vehicle support for customers and providing advice to the British public. With a large workforce in an operational area, the post holder will be responsible for managing service delivery and performance. You will be key to ensuring high levels of staff engagement through effective communication and bringing employees onboard to engage with the Agency's strategic objectives. Therefore, the role requires a strong leader who can effectively engage, motivate and build capability.

For this role, you will need strong communication skills. You will understand and listen to concerns from all levels, building 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 make effective decisions and to drive continuous improvements. You will have the ability to build strong relationships quickly to influence and drive the Agency through change, ensuring a positive end to end customer journey.

Your responsibilities will include, but aren’t limited to:
Effectively lead the Unit/Teams to:

- Support the achievement of key performance targets, performance, and quality standards
- Continuously improve customer service by increasing efficiency and effectiveness
- Effectively manage risks and customer complaints
- Support the delivery of services through a variety of live or back-office channels
- Support the delivery of change across the Agency
- Embed a people focused environment that champions Recognition, Involvement, Development and Support for all.

Effectively coach and drive the Unit/Teams by:

- Promoting changes and involving people in decisions made, listening to feedback and giving autonomy to encourage people to be a part of the change
- Communicating in an open and authentic manner, helping people understand how they fit into the bigger picture and how they may be affected
- Delivering and monitoring the impact brought by change and conducting lessons learned exercises
- Building team and leadership capability to be fit for the future by coac