Customer Service Centre Operations Manager 3 views

The post holder is responsible for the leadership and management within the Customer Service Centre. They will utilise available resources to meet the priorities of the business and review on a regular basis.

The post holder will play a vital role in the delivery of the Contact Centre Strategy and any new products to be serviced by the Customer Service Centre.

They will ensure the team provides a quality service to customers with a view to resolving enquiries on first contact either by telephone, email, social media and webchat on any current or new products delivered by the Customer Service Centre and the achievement of application processing targets.

Responsibilities include but are not limited to:

• Take a pro-active role improving the quality of the service we provide customers by setting standards and monitoring customer satisfaction levels.
• Demonstrate leadership by providing influence, direction and guidance to staff to support the delivery of objectives. Establishes a strong direction and a persuasive future vision; managing and engaging with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Execute management responsibilities effectively and in line with DVSA policies and processes; working with, leading and acting as a role model for team members and colleagues in line with Civil Service values.
• Maintain & improve the performance of the team; recognising and rewarding good/exceptional performers and tackling performance issues promptly.
• Work with the teams to ensure continuous improvement principles are applied and improvements are made to working practices in the Customer Service Centre.
• Work with colleagues in Newcastle and Swansea for the delivery of the Contact Centre Strategy.

Please see the Candidate Pack attached to this job advert for more information about the role and responsibilities.

To be successful in the role you must have experience in managing large teams.

We are looking for someone who has management experience in a customer focused environment using resources to meet targets.

You must have experience of analysing data to improve performance and managing quality.

It is essential that you have experience in dealing with performance and disciplinary cases.

You must be self-motivated and able to motivate others with your strong interpersonal skills.

Additional Information

This role will be based in Swansea or Newcastle, your presence at one of these locations will form part of the working arrangements agreed with you. Please note that it is expected for the Newcastle office to move to a city centre location within the next 12 months.

This role is suitable for hybrid working, and therefore a combination of workplace and home-based working can be accommodated subject to business requirements. Hybrid working is a non-contractual arrangement where employees have the flexibility to work remotely combined with a minimum of 60% of their working time a month at either their principal workplace (one of the locations cited in the advert) or, when required for business reasons, to carry out separate duties at alternative working locations or DVSA sites. There may be occasions where you are required to attend above the minimum expectation.

If you have questions regarding how hybrid working is practiced within the business area, or any reasonable adjustments or flexible working arrangements you may currently have or need in place if successful in your application, please contact the Vacancy Holder (see advert for contact details).

There will be a need to travel on official business with overnight stays on occasion.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 32 hours per week.

Full training will be provided for the post holder. The length of this training will be around 8 weeks and this will take place in the office on a full time basis for the duration of training. This will ensure you are fully supported while settling into the role.

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.