Theory Test National Operations Service and Product Owner
Driver and Vehicle Standards Agency
Apply before 11:55 pm on Friday 4th October 2024
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About the job
Job summary
Would you thrive in a constantly evolving environment?
Do you find it easy to build great relationships?
Are you someone who enjoys working collaboratively with different business areas?
If so, we'd love to hear from you!
This is a varied and rewarding role, that presents the opportunity to work within the Theory Test National Operations Management team at the Driver and Vehicle Standards Agency (DVSA).
The successful role holder will play an integral part in ensuring the ongoing integration and successful delivery of the theory test service, by promoting the definition of the standards that need to be in place for these areas and the overall service.
Job description
The post holder will be accountable for one of the service and product areas below. Please note that this list may change over time. The post holder will be expected to develop a knowledge of the services and products for which they are not directly accountable for and therefore be available to provide cover during colleague absences.
- Theory Test Centres (TTCs)
- In-house Theory Test Centres (IHTTCs)
- Booking of non-standard accommodations; Trainer Booker service
- Customer Service procedures; Public booking service
The post holder will monitor the end-to-end delivery to ensure the national consistency and quality of the service and product to the service’s customers and stakeholders.
They will engage with customers and stakeholders to discuss changes to standards, monitor improvements and highlight areas of inconsistency and work as a team to resolve these as quickly as possible.
The post holder will work to improve services using continuous improvement methodologies to the betterment of customer service experience. They will work to assess improvements for viability within the service.
Responsibilities include, but are not limited to;
- Report on and monitor service performance.
- Support the identification of trends and risks to consistent provision nationally and reputational damage to DVSA.
- Ensure the service risk register is maintained and reviewed.
- Escalate national service issues to National Operations Manager, providing support to bring about resolution
- Work with internal and external stakeholders to ensure the product meets business and user needs
- Support the assessment of change and improvements within the product area, understanding and managing the benefits and impacts of proposed changes
For more information about the role and responsibilities please see the attached Candidate Pack.
Person specification
To succeed in this role, you have experience of working within an environment of change and are someone who can easily adjust in a changing environment.
Excellent communication skills, both written and verbal are pivotal to this role, you will bring experience of having collaboratively worked with others to successfully achieve objectives.
This is a varied role, that often requires a shift in priorities. You have experience of working flexibly and can adapt to varying situations, successfully completing your work to a high standard, even when under pressure.
You are comfortable at challenging and influencing others, to contribute to effective decision making. You can build effective working relationships with internal and external stakeholders.
Additional Information
This role can be based in Birmingham, Bristol, Leeds, Newcastle, Nottingham or Swansea, your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.
Please note that occasional travel will be required, including overnight stays to Nottingham and to other locations, approximately once a month depending on service/product area. For example, to the DVSA Customer Service Centre, UK Test Centres, and In-house Theory Test Centres.
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.
Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
About Us
The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.
We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
We’re working hard to:
- Make roads safer
- Improve services for our customers
- Make road transport greener and healthier
- Harness the potential of technology and data
- Grow and level up the economy
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the and the .
To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Delivering at Pace
- Managing a Quality Service
Benefits
- An environment with flexible working options where we encourage a great work-life balance
- Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30
- 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
- Latest IT and Tech devices
- A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
- Excellent learning and development tailored to your role including paid apprenticeships up to Masters level
- Wide range of discounts schemes on high street names
- Employee assistance program for health and wellbeing
- Cycle to work scheme and Gym membership offers
- For more information see visit our careers page
Things you need to know
Selection process details
How to Apply
As part of the application process you will be asked to provide a CV and Personal Statement. Further details around what this will entail are listed on the application form.
For your Personal Statement, please provide detailed evidence of the following:
- Your experience of working in an environment of change.
- Your experience of building effective working relationships with internal and external stakeholders to work collaboratively to achieve objectives.
- Your experience of working flexibly to meet changing priorities for the team and the organisation.
- Your experience of challenging and influencing others, to contribute to effective decision making.
Your personal statement will be limited to a maximum of 1000 words.
The selection process will be designed specifically for the role. As a result, your assessment will include:
- An interview
The sift is due to take place from 10th-16th October 2024.
Interviews will likely be held week commencing 28th October 2024.
This interview will be conducted via a video interview, details of which will be provided to you should you be selected for interview.
We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.
If you would like to find out more about what it’s like to work for DVSA and how to apply, we will be holding virtual sessions to find out more. Please click here to secure your place at one of our upcoming events.
The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate to be successful.
This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
You can read more about Success Profiles here.
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 you’re 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
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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 cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.
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.
Pre-employment Checking
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 applicant’s 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.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
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Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Gillian Mather
- Email : gillian.mather@dvsa.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
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
