Head of Contact Centre Operations

08 Jun 2021
22 Jun 2021
Job Title
Contract Type
Full Time
Page Group are excited to be partnered with the DVLA to recruit a Head of Contact Centre Operations on a permanent, full time basis based in Swansea.

The DVLA is looking to hire an experienced contact centre leader to assist in improving the customer experience strategy, drive continuous improvement and people development across the contact centre and encourage a collaborative working environment.

Client Details

Part of the Department for Transport, The Driver and Vehicle Licensing Agency (DVLA) is the organisation of the responsible for maintaining a database of drivers in and a for the entire .

The DVLA holds more than 49 million driver records and more than 40 million vehicle records. They collect around GBP6 billion a year in vehicle excise duty (VED)

The DVLA supports its customers from a centralised contact centre function based in Swansea with over 1000 employees in its contact centre alone and over 5000 employees across the group.

You will be working for the Operational Delivery Profession (ODP) which is the largest and most diverse professional community across the Civil Service. ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles


As the Head of Contact Centre Operations, you will lead and continually improve all aspect of the operation to achieve business targets through strong communication skills, drive efficiencies and support the Head of Contact Centre in the creation and delivery of the strategic plan. You will lead and inspire your teams to excellence through strong people management fostering a culture of collaboration, sharing best working practices and understand the value of strong staff engagement. You will be responsible for ensuring our customer experience is best in class and have the ability to translate complex data into business value across all operational delivery.

You will be an inspirational people leader within the contact centre and ensure that there's a culture of continuous development and supportive coaching to develop current and future skills gaps.

Using initiative you will seek new ways to continuously improve processes and procedures to ensure the customer has the best experience possible.

Your role will involve shaping a culture within the contact centre that allows feedback and ideas from every member of staff to be heard.


Experience working in a Senior Leadership position with a contact centre environment
Experience leading continuous improvement projects
Experience developing both a telephony and digital customer experience strategy
Ability to deliver timely and quality results
Ensuring full consideration of technologies available to better improve customer service
Solution focussed individual identifying risks and opportunities
Promotes a collaborative and supportive working environment
Encourages an environment of continuous self–development
Inspirational leader that promotes respect, inclusion, diversity and equality of opportunity in the workplace
Reliable communicator who can communicate complex issues in an easy–to–understand format.
Communication and influencing skillsJob Offer

Salary: (G7G7) GBP48,774 – GBP55,322Successful candidates will enter on the minimum salary grade

24–hour on–site gym
24–hour Employee Assistance Programme providing confidential help and advice on personal or work–related issues
Cycle to work scheme
25 days of annual leave (excluding bank holidays), increasing by one day each year up to 30 days pro rata
rataFree on–site parking and a local free park–and–ride service
On–site childcare
Excellent pension scheme options

To apply:

To view the full advert and apply to the role; please click the following link and select the jobs tab:

https://(url removed)/clientprofile/driver–and–vehicle–licensing–agency

The application process will require a CV and an attached Personal Statement (statement max 1250 words)

Applicants should provide detailed evidence of their experience of the following:

*Leading on business strategy and leading people through change
*Working in a fast pace customer service environment
*Working at a senior management level
*Analysing and interpreting data to make recommendations and inform decisions
*Achievement of best in class / high performance through strong leadership and development of a strong coaching culture environment with senior managers

Contact details:

Cian Pritchard

(phone number removed)

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