Head of customer service Work, Jobs in Pwll, Cmn (with Salaries)

Head of Group (Operations)
Driver and Vehicle Licensing Agency —Swansea
- £69,501 a year
- Part-time
- Hybrid work
- English
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
4h
General Manager
Dorothys Showbar —Swansea
- £33,000 - £39,000 a year
- Full-time
- Bar
- In-person
- Leadership
- Employee discount
Quick apply
8d
Senior Category Insight Executive
Dunbia —Cross Hands
- Full-time
- Presentation skills
- Travel
- Communication skills
7d
National Account Manager
AU Vodka —Swansea
- £50,000 - £55,000 a year
- Remote
- Hospitality
- Customer service
- Communication skills
1d
Recoveries Specialist
Flint Bishop —Swansea
- Full-time
- Customer service
- Computer literacy
- Communication skills
- Free parking
- Flexible schedule
Quick apply
Senior IT Service Manager
Driver and Vehicle Licensing Agency —Swansea
- £57,515 a year
- Part-time
- Hybrid work
- DevOps
- Presentation skills
- Travel
- Free parking
- Annual leave
3d
Sales Host
Everlast Gyms —Llanelli
- Part-time
- IT
- Employee discount
- Gym membership
Quick apply
Van Driver Multi Drop
AAH Pharmaceuticals —Swansea
- £13.27 - £14.23 an hour
- Driving
- Employee assistance programme
- Sick pay
Maintenance Manager
Village Hotels - Swansea —Swansea
- Full-time
- Hospitality
- Customer service
- Maintenance
- Employee assistance programme
- Employee discount
Quick apply
8d
Cleaning Techincian
Mrs Buckét Commercial Cleaning Services Ltd. —Pembrey
- £13.44 - £13.45 an hour
- Communication skills
- Referral programme
Quick apply
8d
Commercial Duct Work Cleaner / Kitchen Extraction Cleaner
Northernshire FM Ltd —Swansea
- £32,900 - £34,400 a year
- Overtime
- Nursing home
- Travel
- In-person
- Referral programme
Quick apply
10d
Leisure Assistant
Village Hotels - Swansea - Leisure —Swansea
- Part-time
- Hospitality
- Customer service
- Hotel
- Employee assistance programme
- Employee discount
Quick apply
10d
Head Chef
Croeso Lounge —The Mumbles
- £37,000 - £44,500 a year
- Overtime
- Hospitality
- Bar
- Casual dining restaurant
- Employee discount
Quick apply
Assistant Manager
Lansio Lounge —Tenby
- £33,200 - £36,000 a year
- Overtime
- Hospitality
- Casual dining restaurant
- Restaurant experience
- Employee discount
Quick apply
Software Engineer
Driver and Vehicle Licensing Agency —Swansea
- £39,163 a year
- Part-time
- Hybrid work
- Azure
- System design
- Java
- Free parking
- Annual leave
Barista
Stone Range Cafe —Carmarthen
- £13 - £14 an hour
- Part-time
- In-person
- Café
- Communication skills
Quick apply
1d
Team Leader
QSRP-BurgerKing —Swansea
- Hybrid work
- Quick service & fast food restaurant
5d
Fitness Coach
Village Hotels - Swansea - Leisure —Swansea
- Part-time
- Hospitality
- Customer service
- Hotel
- Employee assistance programme
- Employee discount
Quick apply
10d
P&G Team Leader
Village Hotels - Swansea - Pub & Grill —Swansea
- Full-time
- Hospitality
- Hotel
- Employee assistance programme
- Employee discount
Quick apply
Shift Lead
QSRP-BurgerKing —Swansea
- Hybrid work
- Quick service & fast food restaurant
5d

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Head of Group (Operations)

Driver and Vehicle Licensing Agency -
Swansea

Apply Now

Job details

Permanent | Part-time | Full-time
£69,501 a year
4 hours ago

Benefits

Annual leave
Company pension
Employee assistance programme
Employee discount

Qualifications

English
Presentation skills
Leadership
Communication skills
Welsh
PRINCE2 Certification

Full job description

Details

Reference number

462692

Salary

£69,501

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Grade 6

Contract type

Permanent

Business area

DVLA - Operations and Customer Service Directorate - Casework and Enforcement Group

Type of role

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

Swansea

About the job

Job summary

Are you a strategic leader with experience of leading large-scale operational delivery?

Do you have a track record of guiding organisations through structural and/or cultural change?

If so, this could be the role for you. Were looking for an authentic and visible leader to head up the Casework and Enforcement Group within the Operations and Customer Services Directorate (OCSD).

The Driver and Vehicle Licensing Agency (DVLA) maintains 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.

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 and 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: Driver and Vehicle Licensing Agency - Department for Transport Careers

Job description

As Head of Group, you will lead the Casework and Enforcement Group to deliver excellent customer service and enforcement outcomes, setting strategic direction and driving delivery of OCSD key priorities, Service Level Agreements, and Secretary of State and Agency targets.

This role operates at the heart of the business. The post holder will be responsible for leading approximately 1,100 colleagues and will play a pivotal role in overseeing significant transformational change.

You will need strong leadership skills to drive the development, engagement, recognition and support of your workforce. The role requires excellent communication and listening skills, enabling you to lead senior teams, foster innovation, and ensure the efficient delivery of services.

It is therefore essential that you are confident in analysing data to inform decision-making and drive continuous improvement. You will also need to build strong relationships quickly, influencing across the organisation to support change and deliver a positive end-to-end customer journey.

Your responsibilities will include, but arent limited to:

1. Lead the group to:

achieve key performance targets, and quality standards
continuously improve efficiency and effectiveness
effectively manage risks
deliver change across the agency.

2. Contribute to the agencys strategic business planning process by developing the groups key priorities and setting the performance and quality standards. Ensuring the effective management of all resources based on robust business intelligence.

3. Advance and support the group and agencys strategic, organisational and cultural change programmes by:

promoting change and leading teams through the change process
delivering and monitoring the benefits brought by change
building team and management capability to be fit for the future
creating a culture that supports an environment of accountability and future proofs the workforce.

4. Communicate regularly and effectively with the whole of the group and across the agency, sharing information including performance data, current challenges and statistical insights.

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:

leading large-scale operational teams, with a strong track record of delivering stretching targets, driving service excellence, and leading through significant change.
contributing at senior leadership level beyond your function, working collaboratively to deliver directorate priorities and embed a one team ethos.
ability to communicate and influence at all levels, including senior boards and committees, and to engage diverse teams using insight to build trust and create an inclusive, high-performing culture.

Additional Information

We welcome applications from candidates who can speak Welsh and English. Welsh language skills could be useful in this role, but it is not an assessment criterion, so it wont put you at any disadvantage during recruitment if you arent a Welsh speaker. Please note that the application and assessment process will be held in English.

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.

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 35 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 may be required in the future which could also 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:

Managing a Quality Service
Seeing the Big Picture
Delivering at Pace
Leadership

Technical skills

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

Operational Delivery Profession (ODP) Framework - Grade 6 & 7 Leadership and Management: Connections and Communication (Expert)
Operational Delivery Profession (ODP) Framework - Grade 6 & 7 Leadership and Management: Operational Leadership and Management (Expert)

Benefits

Alongside your salary of £69,501, Driver and Vehicle Licensing 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, Experience and Technical skills.

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 element:

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:

leading large-scale operational teams, with a strong track record of delivering stretching targets, driving service excellence, and leading through significant change.
contributing at senior leadership level beyond your function, working collaboratively to deliver directorate priorities and embed a one team ethos.
ability to communicate and influence at all levels, including senior boards and committees, and to engage diverse teams using insight to build trust and create an inclusive, high-performing culture.

The sift will take place between Monday 10th August & Wednesday 12th August 2026.

Stage 2: Interview

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

Behaviours Managing a Quality Service, Seeing the Big Picture
Technical Operational Delivery Profession (ODP) Framework- Grade 6 & 7 Leadership and Management: Connections and Communication (Expert) and Operational Leadership and Management (Expert)
Experience

You will also be required to create and deliver a presentation to assess Delivering at Pace and Leadership. Guidance will be provided if you are invited to interview.

The interviews will take place from Tuesday 25th August 2026.

This interview will be conducted in person at our Swansea office (DVLA Swansea, Longview Road, Morriston, Swansea, SA6 7JL). 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

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 on the selection process

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.

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.

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.

Pre-employment Checking

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.

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 : OCSD Recruitment
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: Click here (https://civilservicecommission.independent.gov.uk/) to visit Civil Service Commission

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

Technical skills

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