Service Performance Team Leader

Job summary

Can you transform customer demand data into effective workforce plans and schedules?

Have you led forecasting or planning teams to improve performance and service delivery?

Are you a people-focused leader who builds strong relationships and drives excellent results?

If so, we’d love to hear from you!

The Contact Centre Workforce Planning team plays a critical role in ensuring the right people are in the right place at the right time to meet customer demand across telephone, webchat and email services. Working closely with operational leaders and key stakeholders, the team provides forecasting, scheduling and workforce planning expertise to support service delivery and achieve agreed performance targets.

Operating within a fast-paced and customer-focused environment, the team uses data, insight and real-time analysis to optimise resources, improve customer outcomes and drive continuous improvement. The department is committed to collaboration, development and innovation, fostering a culture where colleagues are empowered, supported and encouraged to grow while delivering excellent service to customers and stakeholders alike.

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 DVLA:

DVLA – Home , Civil Service Careers

Job description

Provide expert business analysis of the Contact Centre’s (CC’s) telephone, webchat and email customer demand. Using this analysis, to produce short, medium and long-term workforce plans to meet this demand in-line with agreed service level agreements. This role is undertaken in a people focussed environment that champions recognition, involvement, development and support for all, and is performed in line with Civil Service values.

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

1. Produce short, medium and long-term forecasts using data analysis to support accurate workforce planning.
2. Create advisor schedules based on demand, monitoring performance and recommending service improvements.
3. Build strong relationships with stakeholders to understand and meet business requirements.
4. Lead workload planning, setting priorities to ensure forecasting and scheduling targets are achieved.
5. Coach and develop team members to enhance performance, capability and career growth.
6. Manage performance, conduct and attendance processes, ensuring timely and effective action when required.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards.

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:

1. Experience of workforce planning, forecasting and scheduling within a Contact Centre or operational environment.
2. Proven ability to analyse complex data and translate insights into effective workforce plans and service improvements.
3. Experience of leading, coaching and developing teams to achieve performance and operational targets.
4. Strong stakeholder management skills, with the ability to build effective relationships and influence decision-making at all levels.

Additional Information

We welcome applications from candidates who can speak Welsh and English. Welsh language skills could be useful in this role, but it is not an assessment criterion, so it won’t put you at any disadvantage during recruitment if you aren’t a Welsh speaker. Please note that the application and assessment process will be held in English.

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

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 30 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.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

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:

• Delivering at Pace
• Working Together
• Managing a Quality Service

Benefits

Alongside your salary of £30,485, Driver and Vehicle Licensing Agency contributes £8,831 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Being part of our brilliant Civil Service means you will have access to a wide range of fant