Contact Centre

Contact Centre Team Leader – Driver and Vehicle Standards Agency (DVSA)

Salary: £32,027 per year
Location: Newcastle-upon-Tyne, England
Contract Type: Permanent
Job Type: Full-time, Part-time, Flexible Working or Job Share
Working Hours: 37 hours per week (minimum 32 hours for part-time applicants)
Grade: Executive Officer
Number of Vacancies: 2
Reference Number: 488091
Closing Date: 6 December 2026 at 11:55 pm

Visa Sponsorship: Not available. DVSA does not hold a UK Skilled Worker visa sponsorship licence. Applicants must already have the appropriate right to work in the UK.

Job Overview

The Driver and Vehicle Standards Agency (DVSA) is recruiting two Contact Centre Team Leaders to join its Corporate Affairs team in Newcastle-upon-Tyne.

This is an opportunity for experienced team leaders with strong people-management skills to lead and motivate staff while ensuring the delivery of high-quality customer service.

The successful candidates will manage a team within the Customer Service Centre, ensuring performance targets and service level agreements are achieved across different communication channels, including telephone calls, emails, social media, web chat and paper applications.

You will also work closely with the wider management team to maintain consistent service standards and improve team performance.

Key Responsibilities

Your duties will include:

• Managing, planning and coordinating team activities to ensure objectives are achieved.
• Leading staff and managing individual and team performance in line with DVSA policies.
• Monitoring performance against targets and service level agreements.
• Providing guidance, coaching and regular feedback to team members.
• Monitoring calls, emails and social media interactions to ensure service standards are maintained.
• Identifying performance issues and taking appropriate action to improve productivity.
• Working collaboratively with colleagues across different DVSA functions.
• Promoting an inclusive working environment that values different views and ideas.
• Managing staff with honesty, integrity and professionalism.

Requirements and Experience

To be considered for this position, applicants should demonstrate:

• Experience managing a team and handling challenging situations.
• Experience coaching staff and providing constructive feedback.
• Experience using management information (MI) to improve individual and team performance.
• Ability to prioritise workloads and improve productivity.
• Strong time-management and organisational skills.

Working Pattern and Hybrid Arrangements

The position offers flexible working arrangements, including full-time, part-time and job-share opportunities.

• Full-time employees work 37 hours per week.
• Part-time applicants must be able to work at least 32 hours per week.
• Hybrid working is available, subject to business requirements.
• Employees are currently expected to spend at least 60% of their working time each month at their designated workplace or another approved work location.

Salary and Benefits

Successful candidates will receive:

• Annual salary of £32,027.
• Civil Service Pension with an employer contribution of 28.97%.
• 25 days of annual leave, increasing by one day for each year of service up to 30 days.
• Eight bank holidays plus an additional privilege day for the King’s birthday.
• Flexible working arrangements.
• Staff discount portal.
• Career development opportunities and access to relevant professional qualifications.
• Potential opportunities for CIPD, PRINCE2 and apprenticeship training.
• 24-hour Employee Assistance Programme.
• Access to a diverse and inclusive working environment.

Selection Process

The recruitment process will take place in two stages.

Stage 1: CV and Personal Statement

Applicants must submit:

• A CV (unlimited word count).
• A personal statement of up to 750 words.

The personal statement should provide evidence of:

• Managing a team and handling challenging situations.
• Coaching staff and providing feedback.
• Using management information to improve team and individual performance.

The sift is scheduled to begin on 7 December 2026.

Stage 2: Interview

Shortlisted candidates will be assessed against the following Civil Service behaviours:

• Making Effective Decisions.
• Leadership.
• Managing a Quality Service.
• Working Together.

Candidates will also be assessed on their strengths and required to prepare and deliver a presentation relating to Making Effective Decisions.

Interviews are scheduled to begin on 11 January 2027 and will take place in person at the DVSA office in Newcastle-upon-Tyne.

Important Information

• Applicants must have the appropriate right to work in the UK.
• Skilled Worker visa sponsorship is not available.
• Successful candidates will undergo a basic criminal record check and relevant security checks.
• External applicants will be subject to a social media check.
• Reasonable adjustments are available for applicants who require support during the recruitment process.

How to Apply

Interested candidates should submit their CV and a personal statement through the official Civil Service Jobs application portal.

Ensure your application demonstrates relevant team-management, coaching and performance-improvement experience before the closing date.

Closing Date: 6 December 2026 at 11:55 pm.

Employer: Driver and Vehicle Standards Agency (DVSA)