Operational Team Leader 33 views

Can you lead others through change and motivate them to reach their full potential?

Would you like the opportunity to work in a fast-paced, challenging but rewarding role with opportunities to influence how we deliver services across our business and make a difference to the experience of our customer?

If so, we are looking for enthusiastic and engaging Team Leaders to join the Operational and Customer Services Directorate (OCSD) within the Driver and Vehicle Licensing Agency (DVLA) in Swansea and we would love to hear from you!

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.

This is an exciting opportunity for ambitious, committed, and proactive individuals to lead operational teams in a customer focused environment.  You will build strong relationships through collaboration with colleagues and stakeholders. Your team will strive to achieve a high standard of customer experience and meet a range of key performance indicators.

You will have a focus for developing yourself, learning new skills and challenging your capabilities as well as spending time to coach and develop your teams to achieve their potential. This is a great opportunity to develop your leadership skills. We offer our employees the chance to undertake masterclasses in leadership and professional qualifications.

This is a fantastic opportunity to help shape the future of DVLA and provide sustainability for the Agency. You will work with a diverse workforce, role modelling Civil Service values to help shape the culture of the department.

We are looking for people who are passionate about customer excellence and have a desire to help shape the operation for the future.

Responsibilities

Your responsibilities will include but will not be limited to:

• Effectively managing, coaching and driving team performance, taking responsibility and accountability for performance outcomes, customer service/quality and efficiencies.
• Efficiently and effectively managing your team and/or your attendance, performance and conduct adhering to management policies, principles and procedures.
• Identifying and implementing better working practices, driving continuous improvement.
• Building own capabilities in managing change in the workplace, raising the awareness of the digital agenda and manage support/lead/communicate with staff through periods of change.

Working hours

If successful you could be required to work one of the following shift patterns:

• Between 8am and 6pm, Monday to Friday.
• Shift working between 8am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm.
• Shift working between 10am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm.

Some roles also require occasional travel and overnight stays to manage remote workers. This is a standard 3 days every 2 months plus additional days on an ad-hoc basis.

The role holder will be required to be flexible during the hours detailed above to meet the needs of the business.

If successful at interview you will be asked if there are any of these patterns which you are unable to work. Please consider this in advance. Should you be successful we will appoint based on the decision you have provided us, and only one job offer will be made.

For further information about the role please see the attached role profile.

Additional Information 

Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. Whilst we welcome applications from candidates interested in part time hours, there is a requirement for this role for the successful candidate to work a minimum of 30 hours per week, over 5 days. In future we may be able to accommodate 22.2 hours per week, however this cannot be guaranteed at present.

You are a passionate and motivational leader with the ability to lead a team to provide best in class customer service, while achieving targets, high performance levels, and quality standards.

You are a strong advocate for change, and bring a positive, and pragmatic attitude to leading your team while driving continuous improvement and delivering key performance indicators. You will take personal responsibility for your team’s performance and their development, motivating, coaching, and providing mentorship and constructive feedback to help them achieve their best.

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 demonstrate resilience and professionalism under pressure and are accustomed to working in a fast paced and sometimes unpredictable operational environment.

If you do not already hold the Operational Delivery Profession qualification(s), you must be willing to work towards these when in post.