Theory Test National Operations Service and Product Owner
Would you thrive in a constantly evolving environment?
Do you find it easy to build great relationships?
Are you someone who enjoys working collaboratively with different business areas?
If so, we'd love to hear from you!
This is a varied and rewarding role, that presents the opportunity to work within the Theory Test National Operations Management team at the Driver and Vehicle Standards Agency (DVSA).
The successful role holder will play an integral part in ensuring the ongoing integration and successful delivery of the theory test service, by promoting the definition of the standards that need to be in place for these areas and the overall service.
The post holder will be accountable for one of the service and product areas below. Please note that this list may change over time. The post holder will be expected to develop a knowledge of the services and products for which they are not directly accountable for and therefore be available to provide cover during colleague absences.
- Theory Test Centres (TTCs)
- In-house Theory Test Centres (IHTTCs)
- Booking of non-standard accommodations; Trainer Booker service
- Customer Service procedures; Public booking service
The post holder will monitor the end-to-end delivery to ensure the national consistency and quality of the service and product to the service’s customers and stakeholders.
They will engage with customers and stakeholders to discuss changes to standards, monitor improvements and highlight areas of inconsistency and work as a team to resolve these as quickly as possible.
The post holder will work to improve services using continuous improvement methodologies to the betterment of customer service experience. They will work to assess improvements for viability within the service.
Responsibilities include, but are not limited to;- Report on and monitor service performance.
- Support the identification of trends and risks to consistent provision nationally and reputational damage to DVSA.
- Ensure the service risk register is maintained and reviewed.
- Escalate national service issues to National Operations Manager, providing support to bring about resolution
- Work with internal and external stakeholders to ensure the product meets business and user needs
- Support the assessment of change and improvements within the product area, understanding and managing the benefits and impacts of proposed changes
For more information about the role and responsibilities please see the attached Candidate Pack.