Business Support and Project Delivery Manager

Driver and Vehicle Licensing Agency (DVLA); Swansea; On-site; GBP 80,000 - 100,000; Full time

Job summary

A key public agency in the UK seeks a BSPD Manager to lead and manage a team providing high-quality customer support services. The role involves driving continuous improvement and implementing business changes to enhance service delivery. Successful candidates will demonstrate strong leadership skills and the ability to foster effective relationships across the agency. This position is based in Swansea, offering flexibility and a significant employer pension contribution.

Benefits

Employer pension contribution of 28.97%

25 days annual leave, increasing with service

Flexible working options for work-life balance

Qualifications

• Strong leadership and direction in a customer-focused environment.
• Ability to work collaboratively with different business areas.
• Expert advice on operational areas and driving continuous improvement.

Responsibilities

• Lead and manage a team of specialists providing high-quality support.
• Review current procedures and advise on business change processes.
• Develop effective relationships and represent the Contact Centre.

Job description

Can you provide strong leadership and direction within a customer‑focused environment? Do you love driving continuous improvement? Are you someone who enjoys working collaboratively with different business areas? If so, we'd love to hear from you! This role offers a unique opportunity to shape and deliver change in a fast‑paced, dynamic environment, directly influencing how frontline services operate and ensuring advisors have the support, insight, and clarity they need to deliver the best outcomes for customers. The Driver and Vehicle Licensing Agency (DVLA) plays a vital role in keeping Britain’s roads safe and efficient. We are responsible for the registration and licensing of drivers in Great Britain and vehicles across the UK, as well as the collection and enforcement of Vehicle Excise Duty (VED). Our work ensures that only qualified drivers and correctly taxed vehicles are on the road. Our key responsibilities include issuing photocard driving licences and vehicle registration certificates, recording driver endorsements and medical conditions, and taking enforcement action against tax evaders. We also register and issue tachograph cards, sell personalised registrations, and support law enforcement by providing crucial data to police and intelligence services. In addition, we offer anonymised data services to authorised users, helping inform public and private sector decision‑making. At DVLA, we are committed to delivering services that are simple, secure, and efficient making a difference to millions of people every day.

• 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 King's birthday
• Flexible working options where we encourage a great work‑life balance.

The Business Support and Project Delivery (BSPD) team plays a vital role in supporting our telephony and multi‑channel advisors with complex enquiries and ensuring the timely delivery of business‑critical information through face‑to‑face engagement and other appropriate communication channels. BSPD develop deep business knowledge and monitor emerging trends that influence customer behaviour, working closely with both operational and non‑operational colleagues, as well as teams such as Policy and Service Management, to understand and implement changes to legislation, guidance, and processes. As a BSPD Manager, you will lead and manage a team of specialists who provide high‑quality support services across the organisation. You will be responsible for offering expert advice to operational areas, driving continuous improvement, and supporting business efficiencies, process enhancements, and new initiatives or projects. You will develop strong and effective working relationships with a wide range of stakeholders across the Agency, ensuring that key insights, risks, and opportunities are communicated clearly and acted upon. You will also play a key role in the development of others, coaching, mentoring, and empowering your team to reach their full potential while embedding a culture of learning, collaboration, and continuous improvement.

Responsibilities

• Supporting the achievement of targets by reviewing and advising on current procedures through formal and informal briefing. Developing and implementing business change process and providing business knowledge to programmes projects and units.
• Keeping up to date with changes by liaising and consulting with other units, agencies and outside organisations. Sharing information and managing proposed changes including identifying and realising benefits and risks.
• Understanding changes and how they will impact the business identifying and acting on opportunities arising from changes.
• Developing effective relationships and representing the Contact Centre and act as a subject matter expert in the relevant specialist field at internal and external meetings.

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.

Disability Confident – A Disability Confident employer will generally offer an interview to any applicant who declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people. For more details please go to .