Service Operations Officer

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

- 347042**Salary**:

- £23,847**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- Corporate Affairs**Type of role**:

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

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

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Newcastle-upon-Tyne, SwanseaAbout the job

**Job summary**:

- Are you confident working independently?
- Have you got excellent organisational and time management skills?
- Do you enjoy working with people at all levels?
- **If so we’d love to hear from you**

**Job description**:

- Responsibilities include, but are not limited to:_
- Produce Ad hoc statistics for customer services management team and DVSA stakeholders
- Providing data showing trends and key information to identify improvement opportunities
- Ensure Workforce Management has accurate information in relation to staffing and shift patterns
- Provide assistance with the creation/maintaining of performance reporting
- Technology maintenance - fault reporting, liaising with contract providers, liaising with DVSA Service Desk

**Person specification**:

- To thrive in this role, you will have strong organisational and time management skills with the ability to manage and filter workflow as well as organise and prioritise workloads to maximise productivity.
- You will thrive managing a varied and challenging workload, welcoming independent working.
- You will be highly adaptable and flexible, adjusting to the requirements of the role.
- We are looking for someone who has exceptional communication skills and can express themselves in a confident and concise manner with colleagues at all levels.
- You have sound computer literacy skills and experience of working in a customer facing environment.

**Additional information**

It may be necessary to travel to another site in Great Britain, including occasional nights away from home. In particular, you may be asked to visit sites at Newcastle or Swansea.
- This role can be based in _Swansea_ or _Newcastle_ _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 _**_expectation_**_ is that you will spend a minimum _**_60% of your time at your base location. _**_Visits to other DVSA sites or work locations count towards this. _
- Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License 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

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.

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:

- Working Together
- Changing and Improving
- Making Effective Decisions
- Managing a Quality Service

**Benefits**:

- An environment with flexible working options where we encourage a great work-life balance
- Exceptional pension with an employer contribution of an average of 27%
- 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 support all our colleagues
- Excellent learning and development tailored to your role including paid apprenticeships up to Masters level
- Wide range of discounts schemes on high street names
- Employee assistance program for health and wellbeing
- Cycle to work scheme and Gym membership offers
- For more information see visit our careers page

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.**How to Apply**

For your Personal Statement, please provide detailed evidence of the following:

- Your ability to prioritise workloads to aid productivity within a customer servi