Lead Customer Product and Service Manager
Driver and Vehicle Licensing Agency
Apply before 11:55 pm on Monday 28th October 2024
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Digital
Operational Delivery
Working pattern
Number of jobs available
Contents
Location
About the job
Job summary
This is a fantastic opportunity to join a team at the heart of the Driver and Vehicle Licensing Agency's (DVLA) digital transformation of its products. The Service Management team at DVLA have an opportunity for 2 Lead Customer Product and Service Managers who will be responsible for the end-to-end, cross-platform user experience of one or more services, owning that service for the duration of its lifecycle from development to continuous improvement.
This role attracts a salary of £51,997, plus excellent Civil Service benefits. Flexible, hybrid working from Swansea.
Job description
As the Lead Customer Product and Service Manager, you will work very closely with the Service Owner to develop and deliver the department strategy and formulate plans for operational delivery, championing user needs throughout the organisation and, working with other heads of product to ensure user needs are met to deliver an excellent and consistent user experience across all channels.
Responsibilities
Your responsibilities will include but will not be limited to:
• Supporting the Service Owner in the planning and implementation of new services or changes to existing services, including business case development, and progressing through approval routes.
• Defining the scope and direction of the development and continual improvement of one or more services, agreeing transitional arrangements with operational managers for live operation of the service.
• Leading a multi-disciplined team to design user-focussed services based on user needs.
For further information about the role please see the attached role profile.
Additional information
Occasionally, you will be required to travel within the UK on official business, with possible overnight stays, however you will be notified in advance.
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Person specification
Essential Skills and Experience
What are we looking for from you? Well, in addition to evidence of working collaboratively with stakeholders, you should have demonstrable skills and experience of:
Leadership:
• A confident, passionate, and articulate professional, who can effectively lead people to exceed our customers’ expectations, in an environment of honesty, accountability and trust.
Agile working:
• Skilled in coaching with the ability to lead teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project.
Life-cycle perspective:
• Experience of successfully leading teams through the full product life cycle. Skilled in identifying and dealing with potential risks across or between all stages of the product life cycle.
Problem ownership:
• Able to anticipate problems and how to defend against them at the right time. Experience of building problem-solving capabilities in others.
Product ownership:
• Ability to implement new ways of working, with awareness of what other sectors are doing.
User Focus:
• Skilled in giving direction on which tools or methods to use. Experienced in meeting the needs of users across a variety of channels and bringing insight and expertise in how user needs have changed over time to ensure these are met by the business.
We welcome applications from candidates who can speak Welsh and English. Welsh language skills would 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 assessment process will be held in English.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Seeing the Big Picture
- Working Together
- Making Effective Decisions
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits.
- Best in class learning and development tailored to your role.
- An environment with flexible working options where we encourage a great work-life balance .
- Generous employer contribution of 28.97%, depending on chosen pension scheme.
- 25 days holiday, increasing by one day each year up to 30 days pro rata.
- Access to the staff discount portal.
- 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
- A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.
There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.
Things you need to know
Selection process details
How to Apply
As part of the application process for this role you will need to submit a CV with a Personal Statement of up to 1000 words. Further details around what this will entail are listed on the application form.
For your CV and Personal Statement, please provide detailed evidence of your experience of the following essential criteria:
- Led or been responsible for the end-to-end service for the duration of its lifecycle from development to continuous improvement.
- Lead, support and inspire a team, showing evidence of creating a strong team culture where colleagues can develop and be creative.
- Deliver an excellent and consistent user experience across all channels.
Click here for further guidance on writing a CV and Personal Statement.
The sift is due to take place on Wednesday 30th October 2024.
Interviews will be held from Tuesday 12th November 2024.
This interview will be conducted on site at DVLA, Swansea. Further details of which will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done.
The selection process will be designed specifically for the role. As a result, your assessment will include:
- an interview, presentation and exercise
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order 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.
For further information on Success Profiles visit our Careers website.
Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Use of Artificial Intelligence (AI)
You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own.
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 will only be provided if you attend an interview or assessment.
Security
Nationality requirements
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 : OCSD Recruitment
- Email : OCSDRecruitment@dvla.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
