Contact Centre Operational Team Leader 42 views

📍 Location: Birmingham

💷 Salary: £29,525 – A Civil Service Pension with an employer contribution of 28.97%

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

We are looking for ambitious, committed, and proactive individuals to lead operational teams in a customer focused environment. You will need to have strong communication skills with the ability to motivate and inspire teams to deliver best in class customer service. You will need to build strong relationships through collaboration with colleagues.

You will have responsibility for managing and leading staff who are at the front-line supporting our customers, providing advice to the British public. You will encourage your team to strive to achieve a high standard of customer experience and meet a range of key performance indicators. You will work with a diverse workforce, role modelling Civil Service values.

Key Responsibilities

Effectively coaching and driving your team’s performance, taking responsibility and accountability for performance outcomes, customer service/quality and efficiencies. Achieving this by:

• supporting the achievement of internal targets and standards
• continuously improving efficiency and effectiveness of your team
• monitoring real time performance and monitoring team resource and the immediate business area
• reviewing performance and quality data to help develop your team and the services you deliver

Benefits

Alongside your salary of £29,525, Driver and Vehicle Licensing Agency contributes £8,553 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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

• Best in class learning and development tailored to your role
• An environment with flexible working options where we encourage a great work-life balance
• Generous employer contribution of 28.97%, depending on chosen pension scheme
• 25 days holiday, increasing by one day each year up to 30 days pro rata
• Access to the staff discount portal
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff

There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.  

About you

You will be a passionate and motivational leader with the ability to lead a team to achieve customer service targets, performance, and quality standards. You will have an ability to work at pace.

You will bring a positive, and pragmatic attitude to leading your team and achieving outcomes. You will take personal responsibility for your team’s performance and their development, motivating and coaching them to achieve their best. You will be an advocate for change, promoting a culture of continuous improvement within your team.

You will have excellent communication and interpersonal skills, able to interact with others in an engaging and enthusiastic way. You can quickly build rapport and lasting positive relationships, as well as dealing with conflict and handling challenging conversations professionally and with sensitivity.

You can work calmly under pressure, remaining composed and showing resilience whilst also being reactive to unpredictable situations.

If you do not already hold an Operational Delivery Profession qualification, then you must be willing to work towards this once in role.

How to Apply
👉 Read the full job description and apply here