Location: Swansea (Hybrid)
💷 Salary: £35,663 - A Civil Service Pension with an employer contribution of 28.97%
🕒 Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time
The Senior Customer Service Excellence (CSE) and Research Support role is pivotal in maintaining DVLA’s CSE accreditation, ensuring our continued commitment to delivering outstanding customer service.
As the lead for the CSE re-accreditation process, you will work closely with senior stakeholders across the organisation to gather and evaluate evidence from all relevant business areas. Your work will ensure DVLA meets the high standards required for ongoing accreditation.
Key Responsibilities include, but are not limited to:
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Leading the CSE re-accreditation process and driving the successful re-accreditation of DVLA’s CSE status by coordinating evidence collection and evaluation across all departments.
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Building and maintaining strong relationships with senior stakeholders to ensure alignment and support for CSE initiatives.
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Managing a small, dedicated team that supports user researchers in delivering high-quality research.
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
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Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
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25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
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8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
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Access to the staff discount portal.
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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.
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Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
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24-hour Employee Assistance Programme providing free confidential help and advice for staff.
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Flexible working options where we encourage a great work-life balance.
About you
To be successful in this role you will need to have the following experience:
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Excellent organisational skills, with experience in gathering and collating information from a range of sources.
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Strong leadership and team management skills.
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Excellent communication skills both verbally and in writing with the ability to adapt your delivery to suit a wide variety of audiences.
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Working collaboratively with a range of internal and external stakeholders, developing and maintaining effective working relationships.
📅 Apply before 11:55 pm on Tuesday 3rd March 2026
