Head of Unit (Operations)
The Head of Operations leads and manages all aspects of the Driver and Vehicle Licensing Agency contact centre operations to achieve business targets and quality standards. The role involves working closely with the Head of the Contact Centre to formulate strategy, empower and coach managers through change, and use data analysis to drive continuous improvements. The successful candidate will lead around five hundred staff, manage resources effectively, and support the delivery of digital services. Regular travel to other offices and the Birmingham contact centre is required.
What they're looking for
- Skilled leader with senior contact centre experience
- Strong coaching and analytical skills for strategic change
- Ability to build trust and communicate openly and clearly
- Track record of developing a coaching culture
Nationality requirements
Open to UK, Irish, Commonwealth, EU and Turkish nationals with the right to work.
Selection process
Sift takes place from 15/10/2026. Interviews take place from 27/10/2026 in person at the Swansea office.
Apply on Civil Service Jobs ↗Originally listed on Civil Service Jobs.