Head of Customer Operations and Insight

469221 Head of Customer Operations and Insight

Driver and Vehicle Standards Agency

Apply before 11:55 pm on Monday 27th July 2026

📍 Location: Birmingham, Bristol, Leeds, Manchester, Newcastle-upon-Tyne, Nottingham, Swansea, Uxbridge (One of the location options for this role is Uxbridge, however in this case the contractual base will be Yeading.) (This role is suitable for hybrid working)

💷 Salary: £69,501 – A Civil Service Pension with an employer contribution of 28.97%

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

🏆️ Available Positions: 1

The Head of Customer Operations and Insight provides strategic leadership for DVSA’s customer strategy, championing the voice of the customer and driving service excellence across the Agency. The role oversees customer contact operations, insight and performance reporting, corporate correspondence, and service delivery functions. Responsible for ensuring high-quality, multi-channel customer services and effective complaint management, the post holder uses customer intelligence and data-driven insights to improve performance, strengthen customer experience, and support informed decision-making across DVSA.

Top Responsibilities

Lead the development of the customer strategy and plans across the organisation, supporting the leadership team in the formulation of a well-informed, coherent, and realistic business strategy, aligned to wider DfT and Civil Service aspirations
Collaborate with DVSA’s main operational services to ensure that customer intelligence and insight is shared to improve the service to customers Accountable for the provision of a high quality and effective customer service centre,
Active role in the management and response of complaints to DVSA, including greater use of the intelligence and data they provide for the benefit of DVSA services
Accountable for the continued development of digital solutions in customer operations, using strong evidence-based customer insight
Working with service leads and policy colleagues, ensure that external customer experience tracking is commissioned and resourced to enable DVSA to monitor, understand and improve customers’ experiences
Develop and promotes a culture of continuous improvement and continuous professional development to ensure delivery of a quality service to our customers Provide professional advice, guidance and subject matter expertise to the Chair, Chief Executive Officer, and Directors to enable them to make informed strategic decisions for the Agency

For more information on the role and responsibilities please see the full job advert on CS Jobs using the link provided.

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:

Significant experience gained in a fast-paced customer and operational environment, using customer insight to support evidence-led decision making
Highly skilled in problem solving and analysis, including rapid research and gathering of new and complex information, and translating it into actionable recommendations
A confident communicator with demonstrable experience of producing high level written and verbal communication products, combined with the ability to build credible peer-based relationships with decision makers
Able to formulate strategy, make connections between work areas, and translate big picture approaches to practical implementation plans

How to Apply

👉 Read the full description and apply here: https://bit.ly/3RmJRbz

This vacancy closes at 23:55 on Monday 27^th July 2026