Operational Team Leader

Job summary

Are you a passionate leader, with the ability to coach and drive your team to achieve performance and quality outputs?

Can you lead others through change and motivate them to reach their full potential?

Would you like the opportunity to work in a fast-paced, challenging but rewarding role with opportunities to influence how we deliver services across our business and make a difference to the experience of our customer?

If so, we are looking for enthusiastic and engaging Team Leaders to join the Operational and Customer Services Directorate (OCSD) within the Driver and Vehicle Licensing Agency (DVLA) in Swansea and we would love to hear from you!

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 King’s 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: Driver and Vehicle Licensing Agency - Department for Transport Careers

Job description

The DVLA is responsible for driver licensing, vehicle registration and licensing, and the collection and enforcement of vehicle tax across the UK.

This is an exciting opportunity for ambitious and proactive individuals to lead operational teams in a customer‑focused environment. You will build strong relationships with colleagues and stakeholders, driving high standards of customer experience and performance.

The role offers significant opportunities for personal and professional development, including coaching teams, enhancing leadership skills, and accessing leadership masterclasses and professional qualifications.

You will help shape the future and sustainability of the Agency, working with a diverse workforce and role‑modelling Civil Service values. We are seeking people passionate about customer excellence and continuous improvement.

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

• Lead and manage your team by:
• Providing advice and coaching to colleagues on current, and revised procedures
• Organising workloads and resources and planning production schedules to achieve agreed performance targets and standards.
• Effectively manage, coach and drive team performance, taking responsibility and accountability for performance outcomes, customer service, quality and efficiencies.
• Develop and sustain strong working relationships with customers and stakeholders, both internally and externally.
• Investigate and resolve customer complaints to maintain and improve customer service.
• Promote continuous improvement by identifying and implementing better working practices.
• Build own capabilities in managing change in the workplace, raising the awareness of the digital agenda and lead, support and communicate with colleagues through periods of change.
• Oversee and be accountable for performance, conduct and attendance processes within your area of responsibility and ensure they are adhered to and acted on in a timely manner in your role as Investigating Officer or Decision Officer.

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 attached.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.

Person specification

The job holder will be a passionate and motivational leader who will drive high performance, quality standards, and best‑in‑class customer service. They will champion change with a positive, pragmatic approach, taking accountability for team performance and development through coaching and feedback.

They will communicate effectively, build strong relationships, manage conflict professionally, remain resilient under pressure, and work confidently in fast‑paced environments, working towards Operational Delivery Profession qualifications if required.

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

• Leading a team through change.
• Driving continuous improvement and contributing to the development and continual enhancement of the services provided.
• Motivating, coaching, and inspiring others to achieve their best, giving, seeking, and receiving feedback to improve your own and others performance.

Additional Information

We welcome applications from candidates who can speak Welsh and English. Welsh language skills could 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 application and assessment process will be held in English.

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.

Successful candidates will hold an Operational Delivery Profession qualification(s) or have the willingness to work towards these when in post.

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 a minimum of 30 hours across five days per week.

If successful you could be required to work, one of the following shift patterns:

• Between 8am and 6pm, Monday to Friday.
• Shift working between 8am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm.
• Shift working between 10am and 7pm Monday to Friday, with occasional Saturdays between 8am and 2pm.

Some roles may also require occasional travel and overnight stays.

The role holder will be required to be flexible during the hours detailed above to meet the needs of the business.

If successful at interview you will be asked if there are any of these patterns which you are unable to work. Please consider this in advance. Should you be successful we will appoint based on the decision you have provided us, and only one job offer will be made.

This role may be suitable for hybrid working, which is a non‑contractual arrangement where a combination of workplace and home‑based working can be accommodated, subject to the requirements of the department you are appointed to and business needs.

Where hybrid working is available, the current expectation is that a minimum of 60% of your working time each month will be spent at your designated workplace (one of the locations cited in the advert) or, where required for business reasons, at another office/work location or visiting stakeholders.

Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend the workplace above the minimum expectation.

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.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Developing Self and Others
• Working Together

Benefits

Alongside your salary of £30,485, Driver and Vehicle Licensing Agency contributes £8,831 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• 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).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Ability and Experience.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant's skills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Online test

Stage 2: Sift of CV and personal statement

Stage 3: Interview

You must be successful at each stage to progress to the next stage.

Stage 1: Online test

After submission of the first stage of your application (personal details), you will be invited to complete the Civil Service Styles Assessment (CSSA). At this stage, you will be assessed against the Behaviours element of the Success Profile Framework:

You will be assessed on all 9 Civil Service Behaviours: Seeing the Big Picture, Changing & Improving, Making Effective Decisions, Leadership, Communicating & Influencing, Working Together, Developing Self and Others, Managing a Quality Service & Delivering at Pace.

Please complete the online tests as soon as possible (within 24-48 hours is recommended) to give yourself enough time to complete your full application (please see ‘stage 2’ for further information). Both the online test and the full application must be completed by the closing date on the advert, otherwise your application will be rejected.

Please note, there is planned maintenance on our systems on Sunday 10th May between 4pm and 7pm. It is advisable not to complete the test during this time.

There is comprehensive candidate guidance for the Civil Service Styles Assessment (CSSA). We strongly recommend candidates to read the assessment guidance, watch the information video and to take the practice test prior to completing the real assessment. We know from previous candidate experience that this preparation helps candidates know what to expect from this type of assessment and get the best out of it.

Stage 2: Sift of CV & Personal Statement

At sift, you will be assessed against the following Success Profile elements:

Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (750-word count). Please provide evidence of your Experience of the following:

• Leading a team through change.
• Driving continuous improvement and contributing to the development and continual enhancement of the services provided.
• Motivating, coaching, and inspiring others to achieve their best, giving, seeking, and receiving feedback to improve your own and others performance.

The sift will take place between Tuesday 26th May - Wednesday 27th May 2026.

Stage 3: Interview

At interview stage, you will be assessed against the following Success Profile elements:

• Behaviours – Leadership, Communicating & Influencing, Developing Self & Others, Working Together
• Experience – Experience as a motivational Leader

The interviews will take place from Wednesday 10th June 2026.

This interview will be conducted in person at our Swansea office (DVLA, Longview Road, Morriston, Swansea, SA6 7JL). Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window).

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further information on the selection process:

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.

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.

If your application is successful but you have been dismissed from the Civil Service within the last 12 months, your application could be removed at the pre-employment checking stage.

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 theHow 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.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

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 feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk
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

Attachments

Role Profile Opens in new window (pdf, 243kB)Role Profile Cy Opens in new window (pdf, 362kB)