Director of Communications and Customer

About the job

• Benefits
• Things you need to know
• Apply and further information

Location

The role can be based in Bristol, Nottingham, Swansea, Leeds, Birmingham (Garrett’s Green), Newcastle, Oldham (Chadderton) or Yeading.

Applicants would be able to work from our Yeading location if selecting London. Central London could be included as a potential future location only; there is no immediate vacancy in this location.

The successful candidate will be required to travel across the UK on a regular basis

Hybrid Working

We offer a hybrid working model that allows you to work between home and office locations, giving you greater flexibility about where and when you work.

The Civil Service expectation of 60% attendance in the workplace is applied by DVSA. Occasional travel to other sites will be required.

About the job

Job summary

The executive director provides leadership of the DVSA communications and customer relations communities, supporting our core customer-facing services, including:

• driver theory test – 2.9 million per annum
• practical driving tests for cars, motorcycles, large goods vehicles – over 2 million
• MOTs for cars – nearly 42 million per annum
• vehicle testing for HGVs and PSVs – over 690,000 per annum
• enforcement of all legislation for which DVSA is accountable

The post will lead the development and delivery of DVSA’s customer relations and communications strategy in collaboration with the executive team, ensuring a strong focus on customer insight, reputation, engagement and clear, effective communication with the public, stakeholders and colleagues.

This role is responsible for strengthening DVSA’s approach to customer experience, external communications, internal communications and stakeholder engagement, ensuring that services and messages are informed by customer need and support the delivery of organisational priorities.

As a member of the executive committee, this role also has collective responsibility for the overall strategic direction, performance and culture of DVSA.

The role will lead the agency’s strategic vision for customer relations and communications.

The role heads a directorate covering customer relations, internal and external communications, stakeholder engagement and insight, providing expert leadership across a wide range of disciplines.

DVSA’s customer relations and communications function is fundamental to building trust in the agency, improving customer experience and ensuring that colleagues, customers and stakeholders receive clear, timely and effective information. The role holder will provide professional leadership for these functions and ensure the continued development of capability across the directorate.

The post-holder will bring a customer and communications perspective to executive committee discussions but will be expected to take a broad corporate view and contribute on strategic priorities, organisational performance and delivery, putting what is best for DVSA and its customers at the forefront.

Job description

Key Responsibilities

1. Executive committee member

• support the chief executive in their role as accounting officer, ensuring that the agency is led and managed effectively and efficiently, deputising for the chief executive where required
• champion decisions made by the executive committee and directing board and role model the agency’s values and cultural aspirations
• contribute to the development of DVSA’s vision and strategic plans
• lead and support the implementation of major organisational change initiatives through a service-led approach
• directors are also expected to sponsor several strategic projects

2. Functional leadership

• lead a broad range of specialist communications and customer relations teams, developing a coherent, insight-led approach to engagement and communication that supports DVSA’s strategic objectives and services
• work with senior teams across DVSA to develop and deliver* the Directorate’s annual plan and provide leadership to Directorate teams, championing a culture of continuous improvement and performance management while making the best use of resources
• find innovative ways to achieve efficiency savings in a climate of overall Civil Service cost and headcount reduction

3. Communications and customer relations

• working with the executive team, establish and maintain plans that support DVSA’s strategy and identify priorities for customer relations, communication and stakeholder engagement across each service
• lead the development and delivery of clear, effective communication strategies for customers, stakeholders, media and colleagues, ensuring alignment with business priorities and Government expectations
• strengthen the use of customer insight and feedback to inform service improvement, communication activity and organisational decision-making, ensuring that the customer voice is reflected in delivery
• build and maintain strong relationships with senior internal and external stakeholders, building trust in DVSA and ensuring communications and engagement activity enhances the Agency’s reputation
• grow the capability and resilience of the communications and customer relations professions, ensuring the directorate has the skills, capacity and leadership needed to deliver in a high-profile and fast-moving environment
• provide strategic oversight of internal communications to ensure colleagues are informed, engaged and connected to DVSA’s priorities, change agenda and organisational culture

DVSA Executive committee

This role will be part of the DVSA executive and report to the chief executive. The post-holder will be a regular attendee at the board and other DVSA committees.

Management responsibility

The job holder will have responsibility for 4 direct reports.

The directorate is made up of approximately 380 FTE based in our network of corporate hubs across Great Britain. The role holder will also be responsible for a budget of approximately £16.5m.

Person specification

It is essential in your supporting statement that you provide evidence and proven examples against each of the following selection criteria.

• significant senior leadership experience across communications, public affairs, media, internal communications and corporate affairs within a complex, high-profile organisation
• strong track record of developing and delivering integrated communications and stakeholder engagement strategies aligned to organisational priorities, including during periods of change, disruption or public scrutiny
• experience of advising senior leaders in a politically aware environment, applying excellent judgement, credibility and influencing skills to handle sensitive, high-risk issues
• strong understanding of customer relations, contact centre operations and the use of customer insight, data and feedback to improve services, strengthen trust and inform communications
• strong leadership capability, with experience of building inclusive, high-performing teams, developing professional capability and demonstrating commitment to Civil Service values, equality, diversity and inclusion

Benefits

Alongside your salary of £86,000, Department for Transport contributes

£24,914 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).

We take your career seriously and want to support you to thrive, whether you are just starting out or bringing years of specialist experience. As part of the Civil Service, you’ll be entitled to a large range of benefits:

Equality, Diversity and Inclusion

We have strong and pro-active staff networks, special leave policies for hospital appointments, reasonable adjustments put in place for those who need them, and diversity talent programmes to help everyone irrespective of background, to achieve their potential.

On-boarding and development

On-boarding at DVSA is structured to help you settle in quickly and feel part of the team from day one. In your first few days you’ll get set up, meet your manager, mentor and buddy, and start learning about who we are and what we do. Over 90% of government digital and data professionals complete role‑relevant training each year, and we are committed to matching that standard.

Supporting you through life’s biggest moments

Generous paid maternity, adoption and paternity leave which is notably more than the statutory minimum offered by many other employers.

Pension

We offer a competitive contributory scheme from day one, with a significant employer contribution and tax‑efficient payments. It also provides important benefits for you and your family if you cannot work due to illness or die before retiring.

Staff wellbeing

A standard full-time week is just 37 hours across 5 days. Through our Flexible Working Schemes, you can also vary your start and finish times to suit your life. Part- time and term-time working options are available too. We have strong and pro-active staff networks, special leave policies for hospital appointments, reasonable adjustments put in place for those who need them, and diversity talent programmes to help everyone irrespective of background, to achieve their potential.

Generous annual leave

25 days’ annual leave on joining, rising to 30 days after five years, plus 8 public holidays and an additional paid day for the King’s Birthday.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application

To apply for this post, you will need to complete the online form. This should be completed no later than 23:55 on 4th October 2026

The application will include:

• a CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years
• a statement of suitability (no longer than 1000 words) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the criteria in the person specification
• failure to submit both documents will mean the panel only have limited information on which to assess your application against the criteria in the person specification

As part of the online application process, you will be asked several diversity-related questions. If you do not wish to provide a declaration on any of the particular characteristics, you will have the option to select ‘prefer not to say’.

All monitoring data will be treated in the strictest confidence and will not be provided to the selection panel.

Should you encounter any issues with your online application please get in touch with us via: scscandidate.grs@cabinetoffice.gov.uk

Shortlist

Your application will be acknowledged when it is received.

The panel will select a shortlist of candidates whose applications best demonstrate suitability for the role, by considering the evidence provided against the essential criteria set out in the Person Specification.

Candidates applying under the Disability Confident Scheme who meet the minimum selection criteria in the job specification are guaranteed an interview.

Assessment

Shortlisted candidates may be asked to take part in a series of assessments which could include:

• individual leadership assessment a combination of psychometric assessments