Service Performance Team Leader


Company:	Government Recruitment Service
Salary:	£30,485 to £30,485 a year
Hours:	Full-time
Location:	Swansea
Job type:	Permanent
Posting date:	2 Sept 2026
Closing date:	16 Sept 2026

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Summary

Can you transform customer demand data into effective workforce plans and schedules?

Have you led forecasting or planning teams to improve performance and service delivery?

Are you a people-focused leader who builds strong relationships and drives excellent results?

If so, we’d love to hear from you!

The Contact Centre Workforce Planning team plays a critical role in ensuring the right people are in the right place at the right time to meet customer demand across telephone, webchat and email services. Working closely with operational leaders and key stakeholders, the team provides forecasting, scheduling and workforce planning expertise to support service delivery and achieve agreed performance targets.

Operating within a fast-paced and customer-focused environment, the team uses data, insight and real-time analysis to optimise resources, improve customer outcomes and drive continuous improvement. The department is committed to collaboration, development and innovation, fostering a culture where colleagues are empowered, supported and encouraged to grow while delivering excellent service to customers and stakeholders alike.

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 DVLA:

DVLA – Home | Civil Service Careers

Provide expert business analysis of the Contact Centre’s (CC’s) telephone, webchat and email customer demand. Using this analysis, to produce short, medium and long-term workforce plans to meet this demand in-line with agreed service level agreements. This role is undertaken in a people focussed environment that champions recognition, involvement, development and support for all, and is performed in line with Civil Service values.

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

Produce short, medium and long-term forecasts using data analysis to support accurate workforce planning.

Create advisor schedules based on demand, monitoring performance and recommending service improvements.

Build strong relationships with stakeholders to understand and meet business requirements.

Lead workload planning, setting priorities to ensure forecasting and scheduling targets are achieved.

Coach and develop team members to enhance performance, capability and career growth.

Manage performance, conduct and attendance processes, ensuring timely and effective action when required.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards.

For further information on the role, please read the role profile. 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.

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