Service Performance Team Leader


Company:	Driver and Vehicle Licensing Agency
Salary:	from £30,485 a year, pro rata
Hours:	Full-time
Location:	Swansea, SA6 7JL
Working pattern:	Hybrid - 2 days remote
Job type:	Permanent
Posting date:	2 Sept 2026
Closing date:	16 Sept 2026

Apply for this job

Summary

About the role

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.

Key Responsibilities include, but are not 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.

Benefits

Employer pension contribution of 28.97% of your salary.

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.

24-hour Employee Assistance Programme providing free confidential help and advice for staff.

Apply for this job