Director of Communications and Customer

Driver and Vehicle Standards Agency (DVSA); Leeds; On-site; GBP 77,000 - 95,000; Full time

Benefits offered by this job

Civil Service Pension

Flexible Working

37-Hour Week

Annual Leave 25→30

King's Birthday Day Off

Staff Networks

On-boarding Support

Job summary

Driver and Vehicle Standards Agency (DVSA) in Leeds is recruiting for a senior leader who will jointly shape DVSA’s customer relations, internal and external communications, and stakeholder engagement. You will lead insight-driven engagement with the public, stakeholders and colleagues to align with government priorities and DVSA’s strategy.

The role reports to the executive committee and heads a directorate covering customer relations, communications, stakeholder engagement and insight,

Qualifications

• Significant senior leadership experience across communications and public affairs.
• Track record delivering integrated communications strategies aligned to priorities.
• Experience advising senior leaders in a politically aware environment.
• Understanding of customer relations and feedback to improve services.
• Commitment to Civil Service values, equality, diversity and inclusion.

Responsibilities

• Lead a broad range of specialist communications and customer relations teams, developing an insight-led approach to engagement and communication that supports DVSA’s objectives.
• Lead development and delivery of clear communication strategies for customers, stakeholders, media and colleagues.
• Strengthen use of customer insight to inform service improvement and decision-making.
• Build and maintain relationships with senior internal and external stakeholders to enhance DVSA’s reputation.

Skills

Senior leadership

Stakeholder engagement

Public affairs

Customer insight

Change management

Job description

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

The post will lead the development and delivery of DVSA’s customer relations and communications strategy in collaboration with the executive team, ensuring a strong focus on customer insight, reputation, engagement and clear, effective communication with the public, stakeholders and colleagues. This role is responsible for strengthening DVSA’s approach to customer experience, external communications, internal communications and stakeholder engagement, ensuring that services and messages are informed by customer need and support the delivery of organisational priorities. As a member of the executive committee, this role also has collective responsibility for the overall strategic direction, performance and culture of DVSA. The role heads a directorate covering customer relations, internal and external communications, stakeholder engagement and insight, providing expert leadership across a wide range of disciplines.

Key Responsibilities include, but are not limited to:

• Lead a broad range of specialist communications and customer relations teams, developing a coherent, insight-led approach to engagement and communication that supports DVSA’s strategic objectives and services.
• Lead the development and delivery of clear, effective communication strategies for customers, stakeholders, media and colleagues, ensuring alignment with business priorities and Government expectations.
• Strengthen the use of customer insight and feedback to inform service improvement, communication activity and organisational decision-making, ensuring that the customer voice is reflected in delivery.
• Build and maintain strong relationships with senior internal and external stakeholders, building trust in DVSA and ensuring communications and engagement activity enhances the Agency’s reputation.

About you

• Significant senior leadership experience across communications, public affairs, media, internal communications and corporate affairs within a complex, high-profile organisation.
• Strong track record of developing and delivering integrated communications and stakeholder engagement strategies aligned to organisational priorities, including during periods of change, disruption or public scrutiny.
• Experience of advising senior leaders in a politically aware environment, applying excellent judgement, credibility and influencing skills to handle sensitive, high-risk issues.
• Strong understanding of customer relations, contact centre operations and the use of customer insight, data and feedback to improve services, strengthen trust and inform communications.
• Strong leadership capability, with experience of building inclusive, high-performing teams, developing professional capability and demonstrating commitment to Civil Service values, equality, diversity and inclusion.

Alongside your salary of £86,000, Driver and Vehicle Standards Agency contributes £24,914 towards you being a member of the Civil Service Defined Benefit Pension scheme.

• We have strong and pro-active staff networks, special leave policies for hospital appointments, reasonable adjustments put in place for those who need them, and diversity talent programmes to help everyone irrespective of background, to achieve their potential.
• On-boarding at DVSA is structured to help you settle in quickly and feel part of the team from day one.
• Generous paid maternity, adoption and paternity leave which is notably more than the statutory minimum offered by many other employers.
• We offer a competitive contributory scheme from day one, with a significant employer contribution and tax-efficient payments.
• A standard full-time week is just 37 hours across 5 days. Through our Flexible Working Schemes, you can also vary your start and finish times to suit your life. Part-time and term-time working options are available too.
• 25 days’ annual leave on joining, rising to 30 days after five years, plus 8 public holidays and an additional paid day for the King’s Birthday.

Apply before 11:55 pm on Sunday 4th October 2026