Customer Service Centre Team Leader

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

- 388912

**Salary**:

- £29,525
- A Civil Service Pension with an employer contribution of 28.97%

**Job grade**:

- Executive Officer

**Contract type**:

- Permanent

**Business area**:

- DVSA - Corporate Affairs

**Type of role**:

- Operational Delivery

**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
- Newcastle-upon-Tyne

About the job

**Job summary**:

- Are you a dynamic leader with a passion for delivering exceptional customer service

Do you enjoy coaching and developing others to reach their full potential?

If so, we have an exciting opportunity available, and we’d love to hear from you

**Job description**:
You will monitor team performance against targets and service level agreements, offering regular feedback on their performance, and ensuring that standards are adhered and achieved. By identifying team and individual development needs, and supporting development in these areas, you will promote a culture of continuous improvement. In this role, you’ll also help your team navigate changes within the business, promoting a positive mindset and highlighting the benefits these changes bring to the Agency and its customers.

You will work closely with the virtual management team to ensure a consistent service is delivered across the CSC, and will collaborate with colleagues across all functions of DVSA to create a high performing and well respected Agency.

**Your key responsibilities will include**:

- Taking ownership of team and individual development by identifying capability needs and consistently achieving development objectives
- Confidently handling challenging conversations or interviews
- Investigating and responding 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
- Recognising, respecting and rewarding the contribution and achievement of others
- Monitoring team performance against targets and service level agreements and taking appropriate action to provide timely feedback to staff through coaching sessions

**Person specification**:
**About you**

You will be 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.

You will be comfortable using data and MI to identify trends and opportunities for improving performance and operational efficiency. You will thrive working within a fast-paced environment, using your planning and organisational skills to manage multiple, often competing, priorities effectively, ensuring timely delivery to a high standard.

You will have excellent communication skills, both verbally and in writing, with the ability to adapt your communication style to suit your audience. You will have confidence with handling challenging conversations professionally and with sensitivity. Using your interpersonal skills, you will quickly build rapport and develop positive working relationships with your team, colleagues and wider stakeholders within the agency.

**Additional Information**

Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

**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.

**_ 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_**_._**

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

- Making Effective Decisions
- Managing a Quality Service
- Communicating and Influencing

**Benefits**:

- Alongside your salary of £29,525, Driver and Vehicle Standards Agency contributes £8,553 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
- An environment with flexible working options where we encourage a great work-life balance.
- Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30.
- 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
- Latest IT and Tech devices.
- A culture encouraging inclusion and diversity with a range of staff communities to