Contact Centre Head of Operations 25 views

Job Expired

Job summary

At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.  

Are you a strategic individual with experience of leading a large customer service operation?

Do you enjoy working in a fast-paced, customer focused environment?

Do you thrive on creating and leading a coaching culture environment to achieve results?

Can you analyse and interpret data to inform and implement change?

If so, this could be the role for you! We’re looking for a Head of Operations to lead our vibrant team in the DVLA Contact Centre!

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.

As the role holder will be responsible for leading around 500 staff, we are looking to recruit an individual with senior contact centre leadership experience, who has strong coaching and analytical skills to implement and drive strategic change to deliver a first-class customer experience.

The role will require you to lead and manage all aspects of the Contact Centre operations to achieve all business targets through the effective use of resources and engagement of staff.

You will work closely with the Head of the Contact Centre to formulate and lead on strategy and empower and coach managers through change. For the role you will need strong communication skills to understand and listen to concerns from all levels and build solutions into the business’ strategy, enabling managers to understand, implement and deliver the service efficiently. It is therefore crucial that you are confident analysing data to drive continuous improvements and can build strong relationships quickly to influence and drive the contact centre through change as it moves into a digital space.


Responsibilities include but are not limited to:

  • Contribute to and support the Agency’s strategic, organisational and cultural change programmes, providing subject matter expertise. Create an environment to allow for open and positive communication through strong leadership skills
  • Lead and manage the Contact Centre operations ensuring continuous improvement, enhance stakeholder engagement and cultural development
  • Lead and manage the Contact Centre operations to ensure a quality service utilising a broad range of management tools and ensuring staff engagement and staff satisfaction
  • Build collaborative and effective relationships with stakeholders driving high levels of engagement
  • Forecasting, scheduling and real time management of a large Contact Centre operation; ensuring Best in Class customer service

For an in-depth insight into the role please see the attached Role Profile.

More Information

  • This job has expired!
Share this job


Company Search

Job Search

Company Search





Stay connected!