National Operations Support Officer
Job description
- Job grade: Executive Officer
- Contract type: Permanent
- Business area: DVSA - Digital Operations
- Type of role: Administration / Corporate Support, Digital, Operational Delivery
- Working pattern: Flexible working, Full-time, Job share, Part-time
- Number of jobs available: 1
Location
About the job
Job summary
Can you help deliver consistent, high-quality services that meet the needs of customers?
Have you got experience of supporting operational services and identifying opportunities for continuous improvement?
Are you customer-focused, organised and confident working with others to resolve issues and maintain service standards?
If so, we’d love to hear from you!
You’ll join the National Operations Management team, supporting the day-to-day performance of one of three key product areas:
Public Theory Test Centres;
Delegated In-House Theory Test Centres (IHTTCs); or
Customer Service, Booking and Trainer Booker.
Working closely with the National Product Manager, you’ll help maintain service standards and support consistent delivery across the service. You’ll also respond to enquiries and complaints, identify opportunities for improvement and help take changes forward that enhance the customer experience.
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 DVSA: Working for the Driver and Vehicle Standards Agency, Civil Service Careers
Job description
In this varied role, you’ll work collaboratively with colleagues and stakeholders to support the effective coordination of operational activity. You’ll use information and feedback to understand emerging issues, contribute to solutions and help ensure priorities are progressed. You’ll build positive working relationships, communicate effectively and play an important part in supporting successful outcomes.
Your responsibilities will include, but aren’t limited to:
- Support the achievement of national service consistency by maintaining processes, workflows and documentation that support this
- Support the management of issues that affect the national service or products
- Provide support to the National Product Manager in the management of theory test national requirements and standards, supporting regional teams to ensure their adoption
- Support the management of the IHTTC service definition and terms of reference
- Support the operation of the IHTTC service through the application to closure stages
- Manage Trainer Booker allocation, reviewing performance with regional teams
- Provide administrative support to the monitoring, management, and delivery of the theory test service
- Support the definition and maintenance of the Trainer Booker terms of conditions and any activities needed to support compliance with them
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.
Person specification
To be successful in this role you will need to have the following skills and experience:
- Organised with a strong attention to detail
- Ability to work flexibly to meet changing priorities for the team and the organisation
- Ability to demonstrate good organisational, planning, and prioritising skills
Additional Information
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.
This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.
The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.
Regular travel to other offices may be required, which could involve overnight stays.
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:
- Managing a Quality Service
- Communicating and Influencing
- Working Together
- Developing Self and Others
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
Benefits
Alongside your salary of £32,027, Driver and Vehicle Standards Agency contributes £9,278 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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
Selection process details
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: Sift of CV and personal statement
Stage 2: Interview
You must be successful at each stage to progress to the next stage.
Stage 1: Sift
At sift, you will be assessed against the following Success Profile elements:
- Behaviours – you will be asked to provide a 250-word statement on the following Behaviour: Managing a Quality Service
- 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:
- Your experience of having demonstrated good organisational, planning and prioritising skills
- Your experience of when you have worked flexibly, to meet changing priorities for the team and the organisation
- Your experience of using different communication channels e.g. email, face to face
Should a large number of applications be received, an initial sift may be conducted using the lead Success Profile element, Behaviour – Managing a Quality Service. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
The sift will take place week commencing Monday 16th November 2026.
Stage 2: Interview
At interview stage, you will be assessed against the following Success Profile elements:
- Behaviours – Communicating and Influencing, Working Together, Developing Self and Others
The interviews will take place week commencing Monday 30th November 2026.
This interview will be conducted online via Microsoft Teams. 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.
For further information on National Security Vetting please visit the Demystifying Vetting website.
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
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 are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How 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.
Pre-employment Checking
If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.
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.
All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:
- Hate speech or discriminatory behaviour
- Threats or acts of violence
- Illegal activity or substance misuse
- Sexually explicit material
- Extremist views or affiliations
Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle—it’s about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
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
Working for the Civil Service
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).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Michael Browett
- Email : michael.browett@dvsa.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
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, 144kB) |
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