Customer Service Centre Deputy Head of Customer Contact 29 views

It will be your responsibility for the development of the people, systems and processes to meet both customer and business needs.

As the role holder, you will be supporting BAU and working with DVSA programs to shape the CSC for the future whilst maintaining the CCA and CSE standards.

Responsibilities include but are not limited to: 

• Full management responsibility for the Customer Service Centre, ensuring that agreed service standards are delivered, efficiencies maximised and customer satisfaction maintained.
• Evolve customer service strategy within the Customer Service Centre environment.
• Process definition, implementation and management of all business processes within the Customer Service Centre, paying particular attention to close working with project teams to ensure Customer Service Centre resource is in place and capable for all changes in business process necessitated by new projects.
• Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Work in collaboration with other managers across all functions for the good of DVSA and to create a high performing and well respected Agency.
• Work with Service & Product Managers to develop services and procedures for Operations.
• Work with External Customers when necessary to build relationships proactively use feedback for process improvement.

For more information about the role and responsibilities please see the attached Candidate Pack.

About you

To be successful in this role, you will need a good understanding and experience of management within the modern multi-channel Customer Service Centre environment, handling post, telephone, email and web traffic to cover a range of transactions from simple enquiries to highly complex legislative requirements.

You will be a confident and proactive manager to lead and develop a large team through change.

Excellent communication skills (written & oral) including producing and delivering presentations will come naturally to you and you will be experienced when dealing with internal and external customers.

Additional Information

This role will be based in Swansea, your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.

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.

There may be a requirement for occasional travel on official duty within the UK, which may involve overnight stays. Notice will be given prior to travel.

Please note, we welcome applications from individuals seeking a part time role. However due to business requirements, the successful candidate should be able to work a minimum of 35 hours per week.