Customer Service jobs in United States

Are you someone with experience of translating strategic objectives into operational capabilities?

Do you have experience of delivering against key targets and customer service standards?

Can you lead large scale and complex testing operations?

If so, we’d love to hear from you!

The Operations Manager is an integral role in the DVSA Corporate Senior Leadership Team as they are accountable for the national delivery of Operational services, to meet the expectations of its customer.

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 a privilege day for the King’s 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 Standards Agency - Department for Transport Careers

The post holder will, through a team of supporting managers, lead operations delivery teams of between 250 - 300 staff. They are responsible for ensuring that the service is consistently delivered, ensuring the most efficient and effective service is provided to a high level of quality, ensuring best value for money for the customer and DVSA.

They are responsible for ensuring effective plans are in place, so that staff understand and comply with the agreed technical and quality standards, by leading a team who are responsible for creating and maintaining effective operational processes and procedures. This role therefore has a direct impact on road safety outcomes.

The post holder will also play a key role in development and business improvement within DVSA, ensuring the needs of the customer are at the heart of all decision making. They will manage performance and champion development and talent management to enable managers to manage. In addition to this, they will act as a link to the Service Directorate, linking into the Policy & Service Heads, offering operational views and knowledge to support the drive for business improvements and will provide assurances to policy colleagues that quality and standards are being complied with.

Your responsibilities will include, but aren’t limited to:

• Demonstrate leadership by providing influence, clear direction and guidance to staff to support the delivery of objectives. Establishes a strong direction and a persuasive future vision; managing and engaging with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Lead the operational delivery of vehicle testing across a network of teams in a quarter of the country, ensuring a consistent and quality service is provided to the customer.
• Accountable for ensuring their networks’ deliver against operational standards, quality expectations, service levels and business plan targets.
• Responsible for ensuring that there is effective communications and engagement with all staff and their management teams.
• Maintain a view of operational testing across the networks, developing and implementing operational plans to deliver high quality, value for money services to the customer.
• Accountable for driving improvements following QA and audits, championing the adoption of best practice and continuous improvement.
• Work with the Performance & Delivery Manager and other CSLs to develop strategic business plans in response to changing priorities.
• Act as a key liaison for a specific service(s) delivered by operations; working very closely with the Head of service; providing operational expertise to new issues and legislation and options for improvements.
• Liaise with relevant internal departments to ensure that internal and external customer needs are met, and that these requirements are fully communicated throughout the business.

Great leadership is important to us as an organisation, and we will equip and support our leaders to develop the skills they need. We aim to empower leaders to create teams where people can flourish and deliver excellent outcomes for the public.

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.