Executive support officer Work, Jobs in Swansea, Wls (with Salaries)

Service Desk Manager
Driver and Vehicle Licensing Agency —Swansea
- £44,241 a year
- Full-time
- Hybrid work
- Presentation skills
- Continuous improvement
- Team management
- Free parking
- Annual leave
9d
Wellbeing, Attendance & Inclusion Manager
Driver and Vehicle Licensing Agency —Swansea
- £35,663 a year
- Part-time
- Hybrid work
- Research
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
14d
Community Development Officer - Good Neighbour Scheme
Age Connects Neath Port Talbot —Neath
- £28,800 a year
- Part-time
- Supervising experience
- Project management
- In-person
- Sick pay
Quick apply
Energy Efficiency Officer
Age Connects Neath Port Talbot —Neath
- £28,800 a year
- Part-time
- Supervising experience
- Project management
- In-person
- Sick pay
Quick apply
Purchase to Pay Team Member (Purchasing)
HM Revenue and Customs —Swansea
- £31,096 - £33,270 a year
- Part-time
- Hybrid work
- Presentation skills
- Work from home
6d
4028 - Field Officer (Rural Inspectorate Wales)
Welsh Government —Carmarthenshire
- £30,754 - £34,997 a year
- Full-time
- Customer service
- Presentation skills
- Travel
- Annual leave
7d
ITSM Practice Manager
Driver and Vehicle Licensing Agency —Swansea
- £44,241 a year
- Part-time
- Hybrid work
- Presentation skills
- Continuous improvement
- Travel
- Free parking
- Annual leave
2d
Functional Learning Practitioner
Driver and Vehicle Licensing Agency —Swansea
- £30,485 a year
- Part-time
- Hybrid work
- English
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
7d
Senior Business Support Manager
Driver and Vehicle Licensing Agency —Swansea
- £44,241 a year
- Part-time
- Hybrid work
- Management
- Presentation skills
- Continuous improvement
- Free parking
- Annual leave
7d
Business Manager
HM Prison & Probation Service —Swansea
- £30,001 - £50,000 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Outlook
- Annual leave
- Employee discount
8d
Finance Assistant
Bridgend County Borough Council —Bridgend
- £27,254 - £28,142 a year
- Full-time
- Hybrid work
- Budgeting
Cyber Security Consultant
Driver and Vehicle Licensing Agency —Swansea
- £35,663 a year
- Part-time
- Hybrid work
- Analysis skills
- Presentation skills
- Travel
- Free parking
- Annual leave
9d

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Wellbeing, Attendance & Inclusion Manager
Driver and Vehicle Licensing Agency —Swansea
To engage with internal and external stakeholders, customers and support groups on Diversity and Inclusion policy, while building strong relationships across HR…
£35,663 a year
14d
Operational Delivery Professional - Wales
Department for Work and Pensions —Swansea
You must be able to communicate with customers via the telephone and digitally. This will be your key task, and you will spend most of your day on the telephone…
£27,866 a year
1d

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Service Desk Manager

Driver and Vehicle Licensing Agency -
Swansea

Apply Now

Job details

Permanent | Full-time
£44,241 a year
9 days ago

Benefits

Free parking
On-site gym
Annual leave
Company pension
Employee assistance programme

Qualifications

IT team management
Stakeholder liaison
IT service management
Presentation skills
Continuous improvement
Team management
Customer support
Information technology team management
Leadership
Help desk

Full job description

Details

Reference number

472931

Salary

£44,241

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Senior Executive Officer

Contract type

Permanent

Business area

DVLA - Information Technology Services

Type of role

Digital
Information Technology

Working pattern

Full-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

Can you lead our 5-star World Class Service desk?

Would you like to work in an environment where no two days are the same?

Have you driven service improvements that make a genuine difference?

If so, wed love to hear from you!

The Driver and Vehicle Licensing Agency (DVLA) are looking for a Service Desk Manager to join their award-winning team that recently secured a 5-star World Class Certification by the Service Desk Institute. This makes DVLAs Service Desk one of seven organisations worldwide to hold this accolade, and the only Government organisation to do so. Find out more about what makes our Service Desk world-class here.

This role will provide you with a fantastic opportunity to deliver a key function at the front line of IT services within DVLA, as well as externally to our corporate customers and other government departments.

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

Job description

As Service Desk Manager you will be responsible for leading a large team to manage Service Desk functions. Your team will act as the first point of contact in responding to customer queries from internal and external sources in a timely manner. You will efficiently and effectively handle issues with online services and manage incidents whilst maintaining continuous communication with key stakeholders.

You will be accountable for day-to-day management, resource planning and work allocation to meet agreed service levels. You will draft and maintain policies, standards and procedures for the service desk functions, including Incident & Problem Management. You will set direction, adapting service desk provision and roles in accordance with the changing demands of DVLA technologies and IT services, ensuring effective and efficient management and continual improvement of Service Desk processes.

Your responsibilities will include, but arent limited to:

Ensure support of existing and emerging ICT services, providing technical advice to project teams, and ensuring the support team undertakes development to advise on future projects and current issues, while managing and monitoring Service Desk SLAs and performance.
Manage the development, implementation, maintenance and continuous improvement of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management policies, processes, procedures and standards, acting as Process Owner to ensure optimal end-to-end performance, and managing resource requirements to support the demand management pipeline.
Ensure the provision of effective Service Desk processes that include; User query/issue handling - ensuring user queries or issues are captured, validated, and triaged for further processing. Communicating with users - ensuring that various types of information are communicated to users through the appropriate channel(s). Optimisation - ensuring improvement through analysis, reviews, and reporting, as well as through automation, competence and skill building, knowledge sharing.
Produce effective management reporting in support of Service Desk, Access Management, Request Fulfilment, Incident and Problem Management.

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 an in-depth insight into the role please refer to the Role Profile.

For further information on the role, please read the attached 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:

You will be a pro-active leader with a consistent record of success in people management.
You will possess strong internal and external stakeholder engagement experience with the ability to influence across all levels both inside and outside the organisation.
You will be organised with the ability to prioritise a full workload and make focused decisions with attention to detail.
If you do not already hold the qualifications listed on the role profile, then you must be willing to work towards these once in role.

Additional Information

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect thatll wash across the nation. Here the work youre doing has the capacity to change the way 53 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.

Working hours, office attendance and travel requirements

This role is full time only. Full time roles at DVLA consist of 37 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. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working 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).

Security Check

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check. To allow for meaningful checks to be carried out, candidates will be required to have at least 5 years continuous residency in the UK. All applicants for this role must ensure that they meet this minimum residency requirement - if you do not, your application will be withdrawn.

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:

Leadership
Making Effective Decisions

Technical skills

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

Continual service improvement (Practitioner)
Customer service management (Expert)
Ownership and initiative (Practitioner)
User focus (Expert)

Benefits

Alongside your salary of £44,241, Driver and Vehicle Licensing Agency contributes £12,816 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

Passionate, reliable and always willing to push yourself and those around you, youll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits:

Best in class learning and development tailored to your role
An environment with flexible working options where we encourage a great work-life balance
A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
Generous employer contribution of 28.9%, depending on chosen pension scheme
Flexible working options where we encourage a great work-life balance
Digital communities with clear career frameworks
On-site gym plus personal training available (membership applies)
On-site nursery, restaurants and coffee bar
25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 8 Bank Holidays plus an additional Privilege Day to mark the Kings birthday
24-hour Employee Assistance Programme providing free confidential help and advice for staff
Free parking

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 qualifications, 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:

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:

Being a confident leader with experience of managing medium to large teams.
Ability to make effective decisions under pressure.
Great service management, understanding customer needs and expectations and delivering excellent customer service.
Exceptional stakeholder engagement skills to build strong working relationships with both internal and external stakeholders.

The sift will take place week commencing 25/08/2026.

Stage 2: Interview

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

Behaviours

Leadership
Making Effective Decision

Technical

- Continual service improvement (Practitioner)
- Customer service management (Expert)
- Ownership and initiative (Practitioner)
- User focus (Expert)

The interviews will take place week commencing 07/09/2026.

This interview will be conducted in person at our Morriston office (Long View Road, Morriston, Swansea, SA6 7JL). Further details will be provided to you should you be selected for interview.

Appointments for this position will be made in order of merit. If you are successful in the selection process but there are no further available posts for the advertised role, you may be contacted to discuss an offer for a lower graded role (with similar experience and responsibility requirements). If you are unsuccessful in the selection process, your application may be considered for a lower graded position if your demonstrated skills and experience meet the requirements of the alternative position. Candidates will be considered in order of merit.

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 on the selection process

Feedback on your application can only be provided if you attend an interview or assessment.

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for.

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.

Pre-employment Checking

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.

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.

For further information on National Security Vetting please visit the Demystifying Vetting website.

Feedback

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

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter .

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 : Scott Curtis
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