Service Operations Officer 27 views

Have you got excellent organisational and time management skills?

Do you enjoy working with people at all levels?

If so we’d love to hear from you!

The Service Operations Officers role is to provide reporting, data, technical and admin support within the Service Operations team. Undertaking Admin reporting responsibilities and resolving Agent technical problems, reporting issues where necessary. You will monitor call and email queues and identify actions to improve service.

Responsibilities include, but are not limited to:

• Produce Ad hoc statistics for customer services management team and DVSA stakeholders
• Providing data showing trends and key information to identify improvement opportunities
• Ensure Workforce Management has accurate information in relation to staffing and shift patterns
• Monitor call/email queues and IVRs to support customers, identifying actions to improve service
• Provide assistance with the creation/maintaining of performance reporting
• Technology maintenance – fault reporting, liaising with contract providers, liaising with DVSA Service Desk

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

• To thrive in this role, you will have strong organisational and time management skills with the ability to manage and filter workflow as well as organise and prioritise workloads to maximise productivity.
• You will thrive managing a varied and challenging workload, welcoming independent working.
• You will be highly adaptable and flexible, adjusting to the requirements of the role.
• We are looking for someone who has exceptional communication skills and can express themselves in a confident and concise manner with colleagues at all levels.
• You have sound computer literacy skills and experience of working in a customer facing environment.

Additional information

It may be necessary to travel to another site in Great Britain, including occasional nights away from home. In particular, you may be asked to visit sites at Newcastle or Swansea.

This role can be based in Swansea or Newcastle your presence at one of these locations 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.