Operational Team Leader

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

- 271477**Salary**:

- £26,780**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- DVLA - Operations and Customer Service Directorate**Type of role**:

- Contact Centre
- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 15Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- SwanseaAbout the job

**Job summary**:
Are you passionate about leading people and have the ability to coach and drive team performance to achieve performance and quality outputs?

Can you lead others through change and motivate them to reach their full potential?

Would you like the opportunity to work in a fast-paced, challenging but rewarding role with opportunities to influence how we deliver services across our business and make a difference to the experience of our customer?

If so, we are looking for enthusiastic and engaging Team Leaders to join the Operational and Customer Services Directorate (OCSD) within the Driver and Vehicle Licensing Agency (DVLA) in Swansea and we would love to hear from you

**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.

This is an exciting opportunity for ambitious, committed, and proactive individuals to lead operational teams in a customer focused environment. You will need to have strong communication skills with the ability to motivate and inspire teams to deliver best in class customer service. You will need to build strong relationships through collaboration with colleagues and stakeholders. Your team will strive to achieve a high standard of customer experience and meet a range of key performance indicators.

You will have a focus for developing yourself, learning new skills and challenging your capabilities as well as spending time to coach and develop your teams to achieve their potential.

This is a fantastic opportunity to help shape the future of DVLA and provide sustainability for the Agency. You will work with a diverse workforce, role modelling Civil Service values to help shape the culture of the department.

We are looking for people who are passionate about customer excellence and have a desire to help shape the operation for the future.

**Responsibilities**
- Key accountabilities of the role include:
- Effectively managing, coaching and driving team performance, taking responsibility and accountability for performance outcomes, customer service/quality and efficiencies.
- Efficiently and effectively managing your team and/or your attendance, performance and conduct adhering to management policies, principles and procedures.
- Identifying and implementing better working practices, driving continuous improvement.
- Building own capabilities in managing change in the workplace, raising the awareness of the digital agenda and manage support/lead/communicate with staff through periods of change.

For a full list of responsibilities, please refer to the attached Role Profile.**Working hours**

This role will require you to work on-site at one of our designated offices.

Our operating hours are between 6am and 11.30pm. You will be required to work different shift patterns during these times across 6 days a week.
- If successful you could be required to work one of the following shift patterns:
- Normal office hours Monday to Friday
- Shift working between 8am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm
- Shift working between 10am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm
- Shift working between 6am and 10pm Monday to Friday
- Evening shift working 1.30pm to 11.30pm Monday to Friday

Some roles also require occasional travel and overnight stays to manage remote workers. This is a standard 3 days every 2 months plus additional days on an ad-hoc basis.
- The role holder will be required to be flexible during the hours detailed above to meet the needs of the business.
- If successful at sift you will be asked at interview if there are any of these patterns which you are unable to work. Please consider this in advance. Should you be successful we will appoint based on the decision you have provided us.**Person specification**:
You will be a passionate and motivational leader with the ability to lead a team to achieve customer service targets, performance, and quality standards. You will have an ability to work at pace.

You will bring a positive, and pragmatic attitude to leading your team and achieving outcomes. You will take personal responsibility for your team's performance and their development, motivating, coaching, and providing mentorship to help them achieve their best. You will be an advocate for change, promoting a culture of continuous improvement within your team.

You will have excellent commun