Customer Service Centre (CSC) Telephony Team Leader x 2

Customer Service Centre (CSC) Telephony Team Leader x 2

Employer:

Government Recruitment Service

Location:

Pay:

£30,485 per year

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

Yes

Closing Date:

12/06/2026

About this job

Are you an influential leader with a passion for customer service?

Do you enjoy coaching and developing others to reach their full potential?

If so, we are looking for a Customer Service Centre Team Leader to join us at the Driver and Vehicle Standards Agency (DVSA) and we would love to hear from you. 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.

Department for Transport Careers The Customer Service Centre Telephony Team Leader is responsible for achieving targets and service level agreements within the Customer Service Centre (CSC). You will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications.

Regular feedback on performance is required to ensure standards are adhered to.

The Customer Service Centre Telephony Team Leader will work closely with the virtual management team to ensure a consistent service is delivered across the centre.

Your responsibilities will include, but aren't limited to:

• Managing people and performance using CSC and agency guidance.
• Taking ownership of team and individual development by identifying capability needs and consistently achieving development objectives.
• Confidently handling challenging conversations or interviews.
• Investigating and responding to customer complaints within agreed timescales and standards.
• Ensuring that levels of service are maintained and flagging up risks or concerns to meet customer requirements.
• Recognising, respecting and rewarding the contribution and achievement of others.
• Monitoring team performance against targets and service level agreements and taking appropriate action to ensure that performance is maintained.

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.

Proud member of the Disability Confident employer scheme.