Details
Reference number
488091
Salary
£32,027 A Civil Service Pension with an employer contribution of 28.97% GBP
Job grade
Executive Officer
Contract type
Permanent
Business area
DVSA - Corporate Affairs
Type of role
Contact Centre
Working pattern
Flexible working, Full-time, Job share, Part-time
Number of jobs available
2
Contents
- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Location
Newcastle-upon-Tyne
About the job
Job summary
Can you lead and motivate a team to deliver high-quality services while effectively managing priorities and performance?
Do you have experience coaching staff and using management information to improve individual and team performance?
If so, we'd love to hear from you!
The post holder is responsible for achieving targets and service level agreements within the Customer Service Centre. They will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications. Regular feedback on performance is required to ensure standards are adhered to.
The post holder will work closely with the virtual management team to ensure a consistent service is delivered across the centre.
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 Kings 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 DVSA: Driver and Vehicle Standards Agency - Department for Transport Careers
Job description
Your responsibilities will include, but arent limited to:
- Execute management responsibilities effectively and in line with DVSA policies and processes, planning and coordinating tasks and activities and taking responsibility for ensuring objectives are delivered.
- Managing people and performance using CSC and agency guidance.
- Listening to, understanding, respecting and accepting the value of different views, ideas and ways of working.
- Provide guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, upholding the reputation of the Agency, Department and Civil Service.
- Work in collaboration with colleagues across all functions for the good of DVSA and to create a high performing and well respected Agency.
- Monitor team performance against targets and service level agreements and take appropriate action to ensure that performance is maintained.
- Ensure monitoring of calls, emails and social media is conducted to the agreed level and provide timely feedback to staff through coaching sessions.
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.
Person specification
To be successful in this role you will need to have the following experience:
- Experience of managing a team and handling challenging situations.
- Experience of coaching and providing feedback to staff.
- Experience of using MI to improve team and individual staff performance.
- Be able to prioritise workloads to aid productivity.
- Be able to manage time effectively.
Additional Information
Working hours, office attendance and travel requirements
Full time roles consist of 37 hours per week.
Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 32 hours per week.
This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.
The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.
Visa Sponsorship
Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Leadership
- Managing a Quality Service
- Working Together
Benefits
Alongside your salary of £32,027, Driver and Vehicle Standards Agency contributes £9,278 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides . Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
- 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).
- 8 Bank Holidays plus an additional Privilege Day to mark the Kings birthday.
- Access to the staff discount portal.
- Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
- Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
- 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
- Flexible working options where we encourage a great work-life balance.
Find out more about the benefits of working at DfT and its agencies.
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience. The selection process for this role will be:
Stage 1: Sift of CV and Personal Statement
Stage 2: Interview
You must be successful at each stage to progress to the next stage.
Stage 1: Sift
At sift, you will be assessed against the following Success Profile elements:
Experience you will be asked to provide a CV (unlimited wordcount) and Personal Statement (750 wordcount). Please provide evidence of your Experience of the following:
- Experience of managing a team and handling challenging situations.
- Experience of coaching and providing feedback to staff.
- Experience of using MI to improve team and individual staff performance.
Further details around what this will entail are listed on the application form.
The sift will take place from the 07th December 2026.
Stage 2: Interview
At interview stage, you will be assessed against the following Success Profile elements:
- Behaviours - Making Effective Decisions, Leadership, Managing a Quality Service, Working Together.
- Strengths
You will also be required to create and deliver a presentation to assess the Behaviour Making Effective Decisions. Guidance will be provided if you are invited to interview.
The interviews will take place from the 11th January 2027.
This interview will be conducted in person at our Newcastle Upon Tyne office. Further details will be provided to you should you be selected for interview.
Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.
If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:
- Hate speech or discriminatory behaviour
- Threats or acts of violence
- Illegal activity or substance misuse
- Sexually explicit material
- Extremist views or affiliations
Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. Its not about judging your personality or lifestyle - its about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail whats being looked at and how your data is handled securely and fairly.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a basic (or equivalent) criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name : Vicky Morgan
- Email : vicky.morgan@dvsa.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
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