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Head of Customer Operations and Insight

Driver and Vehicle Standards Agency
Newcastle upon Tyne

Apply Now

Job details

Permanent | Part-time | Full-time
£69,501 a year
5 days ago

Benefits

Annual leave
Company pension
Employee assistance programme
Employee discount

Qualifications

Presentation skills
Communication skills
PRINCE2 Certification

Full job description

Details

Reference number

469221

Salary

£69,501

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Grade 6

Contract type

Permanent

Business area

DVSA - Corporate Services

Type of role

Customer Insight
Operational Delivery
Senior leadership

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Birmingham, Bristol, Leeds, Manchester, Newcastle-upon-Tyne, Nottingham, Swansea, Uxbridge

About the job

Job summary

Can you build trusted relationships with customers, suppliers and key stakeholders, while thriving in a fast-paced customer service or operational environment?

Have you successfully influenced senior decision-makers through strong communication, sound business judgment and effective negotiation, delivering positive outcomes for customers and organisations alike?

Are you a strategic thinker with a talent for analysing complex information, solving problems and turning big-picture ideas into practical, actionable plans that drive results?

If so, wed love to hear from you!

Our team plays a pivotal role in delivering exceptional customer and operational outcomes across the organisation. Working at the heart of stakeholder engagement, service excellence and continuous improvement, we collaborate with colleagues, customers and partners to identify opportunities, solve complex challenges and drive meaningful change. The team combines strategic thinking with a hands-on approach, ensuring that innovative ideas are translated into practical solutions that enhance performance, strengthen relationships and support organisational objectives. This is a dynamic and rewarding environment for individuals who enjoy building connections, influencing outcomes and making a tangible impact.

Joining our department comes with many benefits, including:

Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the Kings birthday
Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA:

Driver and Vehicle Standards Agency - Department for Transport Careers

One of the location options for this role is Uxbridge, however in this case the contractual base will be Yeading. While estates work is being carried out in Yeading all posts are being temporarily based at Uxbridge. Successful applicants who wish to be based at Yeading will start with us at our Uxbridge location. However, everyone at this location will be required to work from Yeading when it reopens in 2028. You will receive the London Weighting allowance of £4,000 while based at Uxbridge and this will continue when we move to Yeading.

Job description

The Head of Customer Operations and Insight provides strategic leadership for DVSAs customer strategy, championing the voice of the customer and driving service excellence across the Agency. The role oversees customer contact operations, insight and performance reporting, corporate correspondence, and service delivery functions. Responsible for ensuring high-quality, multi-channel customer services and effective complaint management, the post holder uses customer intelligence and data-driven insights to improve performance, strengthen customer experience, and support informed decision-making across DVSA.

Your responsibilities will include, but arent limited to:

Lead the development of the customer strategy and plans across the organisation, supporting the leadership team in the formulation of a well-informed, coherent, and realistic business strategy, aligned to wider DfT and Civil Service aspirations
Collaborate with DVSAs main operational services to ensure that customer intelligence and insight is shared to improve the service to customers Accountable for the provision of a high quality and effective customer service centre,
Active role in the management and response of complaints to DVSA, including greater use of the intelligence and data they provide for the benefit of DVSA services
Accountable for the continued development of digital solutions in customer operations, using strong evidence-based customer insight
Working with service leads and policy colleagues, ensure that external customer experience tracking is commissioned and resourced to enable DVSA to monitor, understand and improve customers experiences
Develop and promotes a culture of continuous improvement and continuous professional development to ensure delivery of a quality service to our customers Provide professional advice, guidance and subject matter expertise to the Chair, Chief Executive Officer, and Directors to enable them to make informed strategic decisions for the Agency

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

To be successful in this role you will need to have the following experience:

Significant experience gained in a fast-paced customer and operational environment, using customer insight to support evidence-led decision making
Highly skilled in problem solving and analysis, including rapid research and gathering of new and complex information, and translating it into actionable recommendations
A confident communicator with demonstrable experience of producing high level written and verbal communication products, combined with the ability to build credible peer-based relationships with decision makers
Able to formulate strategy, make connections between work areas, and translate big picture approaches to practical implementation plans

Additional Information

This role is being advertised in Uxbridge, however the contractual base will be Yeading. While estates work is being carried out in Yeading all posts are being temporarily based at Uxbridge.

Successful applicants will start with us at our Uxbridge location. However, everyone will be required to work from Yeading when it reopens in 2028.

You will receive the London Weighting allowance of £4,000 while based at Uxbridge and this will continue when we move to Yeading.

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

https://www.youtube.com/watch?v=gkR_okX2T1U

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Occasional travel to other offices will be required, which may involve overnight stays.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

Seeing the Big Picture
Managing a Quality Service
Leadership
Communicating and Influencing
Changing and Improving

We only ask for evidence of these behaviours on your application form:

Seeing the Big Picture

Benefits

Alongside your salary of £69,501, Driver and Vehicle Standards Agency contributes £20,134 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:

Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
8 Bank Holidays plus an additional Privilege Day to mark the Kings birthday.
Access to the staff discount portal.
Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
24-hour Employee Assistance Programme providing free confidential help and advice for staff.
Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies .

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

How to apply

Our selection process ensures a comprehensive assessment of each applicant's skills and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Sift of CV and personal statement

Stage 2: Interview

You must be successful at each stage to progress to the next stage.

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

Behaviours you will be asked to provide a 250-word statement on the following Behaviours: Seeing the Big Picture

Experience you will be asked to provide a CV (unlimited wordcount) and personal statement (1000-word count). Please provide evidence of your Experience of the following:

Significant experience gained in a fast-paced customer and operational environment, using customer insight to support evidence-led decision making
Highly skilled in problem solving and analysis, including rapid research and gathering of new and complex information, and translating it into actionable recommendations
A confident communicator with demonstrable experience of producing high level written and verbal communication products, combined with the ability to build credible peer-based relationships with decision makers
Able to formulate strategy, make connections between work areas, and translate big picture approaches to practical implementation plans

Should a large number of applications be received, an initial sift may be conducted using the lead Success Profile element, Seeing the Big Picture. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

The sift will take place week commencing 28/07/26

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

Behaviours Managing a Quality Service, Leadership, Communicating and Influencing, Changing and Improving
Experience
Strengths

You will also be required to create and deliver a presentation to assess the Behaviour Communicating & Influencing. Guidance will be provided if you are invited to interview.

The interviews will take place week commencing 10/08/26

This interview will be conducted online via Microsoft Teams Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site .

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further Information

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.

If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.

Document Accessibility

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

Hate speech or discriminatory behaviour
Threats or acts of violence
Illegal activity or substance misuse
Sexually explicit material
Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. Its not about judging your personality or lifestyle - its about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail whats being looked at and how your data is handled securely and fairly.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Jane Reakes-Davies
Email : [email protected]

Recruitment team

Email : [email protected]

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: [email protected]
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here

Apply Now

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Details

Reference number

Salary

Job grade

Contract type

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Behaviours

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

Further information