Contact Centre Operational Customer Service Manager

Driver and Vehicle Licensing Agency (DVLA); Birmingham; On-site; GBP 34,000 - 40,000; Full time

Job summary

A leading agency in the UK is seeking a Contact Centre Operational Customer Service Manager to provide leadership and management to operational teams. The role involves creating a performance culture, achieving targets, and delivering excellent customer service. The successful candidate will be resilient, adaptable, and possess strong leadership skills to foster an innovative and collaborative environment.

Benefits

Flexible working options

Generous employer pension contribution

25 days holiday, increasing to 30

Access to staff discount portal

24-hour Employee Assistance Programme

Qualifications

• Strong operational focus with customer-centric approach.
• Excellent leadership skills and ability to adapt communication style.

Responsibilities

• Lead operational teams to meet business priorities.
• Support key performance targets and manage risks.
• Continuously improve efficiency and effectiveness.

Skills

Leadership

Communication

Risk Management

Job description

Join to apply for the Contact Centre Operational Customer Service Manager role at Driver and Vehicle Licensing Agency (DVLA).

Driver and Vehicle Licensing Agency (DVLA) provided pay range

This range is provided by Driver and Vehicle Licensing Agency (DVLA). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Salary: £34,233 - A Civil Service Pension with an employer contribution of 28.97%

Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

As our Contact Centre Operational Customer Service Manager, you will provide effective leadership and management to our operational teams, utilising all available resources to meet the priorities of the business and delivering a service that meets the needs of our customers.

We are looking for ambitious, committed, and proactive individuals to lead operational areas in a customer-focused environment. You will be responsible for providing daily leadership to other leaders and large teams. You are joining a fast-paced operational area where highly motivated teams successfully deal with large volumes of customer interactions. You will be an inspirational and motivational leader responsible for leading your Team Leaders daily in the development of their individual teams who answer inbound customer enquiries from the British public.

Key Responsibilities

• Effectively leading your command area by creating a performance culture, taking responsibility and accountability for performance outcomes.
• Supporting the achievement of key performance targets, performance and quality standards.
• Achieving internal targets and standards.
• Continuously improving efficiency and effectiveness.
• Effectively managing risks.
• Supporting the delivery of Electronic services.
• Supporting the delivery of change across the Agency.

Alongside your salary of £34,233, DVLA contributes £9,917 towards your membership of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Best in class learning and development tailored to your role
• An environment with flexible working options where we encourage a great work-life balance
• Generous employer contribution of 28.97%, depending on chosen pension scheme
• 25 days holiday, increasing by one day each year up to 30 days pro rata
• Access to the staff discount portal
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff

There are many more opportunities and great benefits of working at DVLA. Visit our Careers website for further information.

About you

To be successful in this role, you will be a confident individual with a strong operational focus, putting the customer at the heart of everything you do.

You will be resilient, responding positively to challenges, and have the ability to adapt your communication style to engage with stakeholders at all levels.

You’ll have excellent leadership skills, working with team members to set priorities, create clear plans, and manage all work to meet the needs of customers and the business. As a leader, you will need to develop an innovative culture where shared vision, collaboration, and learning from mistakes enable continuous improvement.

Risk management skills are key in achieving goals in line with short and long-term business priorities whilst delivering and influencing transformational change.

How to Apply

Read the full job description and apply here