Service Operations Officer 45 views

435314 Service Operations Officer

Driver and Vehicle Standards Agency

Apply before 11:55 pm on Thursday 4th December 2025

📍 Location: Newcastle-upon-Tyne, Swansea (Hybrid)

💷 Salary: £26,607 – A Civil Service Pension with an employer contribution of 28.97%

🕒 Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

The Service Operations Officer provide reporting, data, technical and admin support within the Service Operations team. Undertake Admin reporting responsibilities and resolve Agent technical problems, reporting issues where necessary. Monitor call and email queues and identify actions to improve service.

Top Responsibilities

• Produce Ad hoc statistics for customer services management team and DVSA stakeholders
• Providing data showing trends and key information to identify improvement opportunities
• Ensure Management has accurate information in relation to staffing and shift patterns
• Monitor call/email queues to support customers, identifying actions to improve service
• Provide assistance with the creation/maintaining of performance reporting
• Technology maintenance – fault reporting, liaising with contract providers, liaising with DVSA Service Desk

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here

• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).

• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.

• Access to the staff discount portal.

• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.

• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.

• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

About you

To be successful in this role you will need to have the following experience:

• Experience of using contact centre telephony systems and functionality
• Ability to prioritise workloads to aid productivity within Customer Services
• Manage time effectively
• Taking ownership of tasks and issues
• Producing Ad Hoc reports (sometimes at short notice)
• Good written and communication skills
• Sound computer literacy skills e.g. Microsoft Applications
• Experience of working in a customer facing environment

How to Apply
👉 Read the full job description and apply here https://bit.ly/4oZJP5g

This vacancy closes at 23:55 on Thursday 4^th December 2025