Customer Service Centre Team Leader

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

- 344006**Salary**:

- £28,119**Job grade**:

- Executive Officer**Contract type**:

- Permanent**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**:
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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 will be based Newcastle (The LightBox), your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work.

Our current expectation is that you will spend a minimum 60% of your time at your base location which will be The Lightbox, Quorum Park, Newcastle.

**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:

- Making Effective Decisions
- Working Together
- Delivering at Pace

**Benefits**:
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

If you would like to read more about the great opportunities and benefits of working at DVSA visit our Careers website.

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