Head of Customer Operations and Insight

Can you build trusted relationships with customers, suppliers and key stakeholders, while thriving in a fast-paced customer service or operational environment?

Have you successfully influenced senior decision-makers through strong communication, sound business judgment and effective negotiation, delivering positive outcomes for customers and organisations alike?

Are you a strategic thinker with a talent for analysing complex information, solving problems and turning big-picture ideas into practical, actionable plans that drive results?

If so, wed love to hear from you!

Our team plays a pivotal role in delivering exceptional customer and operational outcomes across the organisation. Working at the heart of stakeholder engagement, service excellence and continuous improvement, we collaborate with colleagues, customers and partners to identify opportunities, solve complex challenges and drive meaningful change. The team combines strategic thinking with a hands-on approach, ensuring that innovative ideas are translated into practical solutions that enhance performance, strengthen relationships and support organisational objectives. This is a dynamic and rewarding environment for individuals who enjoy building connections, influencing outcomes and making a tangible impact.

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

The Head of Customer Operations and Insight provides strategic leadership for DVSAs customer strategy, championing the voice of the customer and driving service excellence across the Agency. The role oversees customer contact operations, insight and performance reporting, corporate correspondence, and service delivery functions. Responsible for ensuring high-quality, multi-channel customer services and effective complaint management, the post holder uses customer intelligence and data-driven insights to improve performance, strengthen customer experience, and support informed decision-making across DVSA.

Your responsibilities will include, but arent limited to:

• Lead the development of the customer strategy and plans across the organisation, supporting the leadership team in the formulation of a well-informed, coherent, and realistic business strategy, aligned to wider DfT and Civil Service aspirations
• Collaborate with DVSAs main operational services to ensure that customer intelligence and insight is shared to improve the service to customers Accountable for the provision of a high quality and effective customer service centre,
• Active role in the management and response of complaints to DVSA, including greater use of the intelligence and data they provide for the benefit of DVSA services
• Accountable for the continued development of digital solutions in customer operations, using strong evidence-based customer insight
• Working with service leads and policy colleagues, ensure that external customer experience tracking is commissioned and resourced to enable DVSA to monitor, understand and improve customers experiences
• Develop and promotes a culture of continuous improvement and continuousprofessional development to ensure delivery of a quality service to our customers Provide professional advice, guidance and subject matter expertise to the Chair, Chief Executive Officer, and Directors to enable them to make informed strategic decisions for the Agency

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers 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.

To be successful in this role you will need to have the following experience:

• Significant experience gained in a fast-paced customer and operational environment, using customer insight to support evidence-led decision making
• Highly skilled in problem solving and analysis, including rapid research and gathering of new and complex information, and translating it into actionable recommendations
• A confident communicator with demonstrable experience of producing high level written and verbal communication products, combined with the ability to build credible peer-based relationships with decision makers
• Able to formulate strategy, make connections between work areas, and translate big picture approaches to practical implementation plans

Additional Information

This role is being advertised in Uxbridge, however the contractual base will be Yeading. While estates work is being carried out in Yeading all posts are being temporarily based at Uxbridge.

Successful applicants will start with us at our Uxbridge location. However, everyone will be required to work from Yeading when it reopens in 2028.

You will receive the London Weighting allowance of 4,000 while based at Uxbridge and this will continue when we move to Yeading.

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.

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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.

Occasional travel to other offices will be required, which may involve overnight stays.

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.