Drive your career forward Theory Test Product Support - Apprenticeship - Gov.uk
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Drive your career forward
Theory Test Product Support - Apprenticeship
Reference: 111322
Closing Date: 27th April 2021
Salary: £20,900 first 12months, £26,126 thereafter
Location: National
Who we are
Great Britain’s roads are among the safest in the world.
We play a vital role keeping millions of people safe on our roads – our vision
is safer drivers, safer vehicles and safer journeys for all.
Here are some of the things we do
1.9 million 38.5 million 2 million 31,958
Driving tests carried out MOT certificates issued Digital theory tests Defective vehicles discovered
Helping you to stay safe on Britain's roads
About the role
• Understanding customer requirements so that their needs can be articulated in ways
Job description to influence effective product development.
• Acting as the organiser and provide the management of user experience testing.
• Working with the wider service team as they design processes and provide feedback.
You will ….. • Being a key member of the team in the successful operation of the Test Engine and
Test Content Management System / service, reviewing, and adapting where necessary
General Administration Duties 15% processes, procedures, configuration, and business logic.
• Supporting the business needs of the Theory Test Content Team • Assisting in the initial transition period toward the Future Theory Test Service (FTTS).
• Booking logistical requirements such as Hire Cars and Hotels. Work with the FTTS project team and the Test Engine and Test Content Management
• Taking meeting notes and providing accurate minutes and action points to be (TETCM) supplier to configure the TETCM system for the team’s use.
circulated with the attendees.
• Arranging meetings and providing appropriate and timely correspondence to Standards and Quality 25%
attendees. • Advising Product Specialists who guide both internal and external stakeholders on any
component of the product lifecycle.
• Dealing with telephone enquiries, written requests and managing complaints.
Continuous Improvement and Product Development 40% • Managing the Theory Test Content correspondence. Ensuring all correspondence
• Working with Product Specialists developing Theory Test products from inception receives a timely response. This will mean engaging with the wider team to make sure
through to implementation and, if necessary, closure. DVSA’s customer satisfaction measures are met.
• Researching and supporting the development of responses to changing • Managing and maintaining a working relationship with DVSA’s Customer Support
environmental factors, progress in vehicle technology, legislative changes, and Managers when receiving information from Theory Test candidates with requests for
customer-led demand to improve the overall effectiveness of the Theory Test service. adjustments due to additional needs.
• Producing product statistical data and supporting information to highlight the benefits • Working with DVSA colleagues responsible for ensuring changes from existing
of product change, coupled with detailed analysis of the likely outcomes and impacts business processes are clearly defined and widely understood and appropriately
of any changes communicated.
• Working with Product Specialists providing assurances to the Product Manager that • Supporting Subject Matter Expert’s (SME’s) to provide technical input/user stories
process developments will meet identified needs so that they are able to sign them into a range of media.
off. • Working closely to support SME’s by providing draft responses to high priority
• Working with established processes that maintain mechanisms to capture feedback – correspondence, parliamentary questions, ministerial briefings, and Freedom of
positive or negative – so that impacts can be understood and acted upon. Information requests.
• Working with other areas of the business, beyond the Theory Test service, to take • Providing key support to the Product Specialists to monitor the performance of the
appropriate account of wider requirements. Understand and implement technical product/s, including information on customer service, costs, value for money and
requirements for Driver and Rider Services. risks.
About the role
Job description (continued) Management
• Executing responsibilities effectively and in line with DVSA policies and processes,
planning and coordinating tasks and activities and taking responsibility for ensuring
• Working alongside those who have responsibility of ensuring theory test products and
objectives are delivered.
services adhere to equality and diversity compliance (Equality Act).
Leadership
Stakeholder Engagement and Insight 20%
• Providing guidance to staff to support the delivery of objectives. Manage and engage
• Collaborating with the Customer Strategy Team’s User Researchers ensuring excellent
with honesty and integrity, upholding the reputation of the Agency, Department and
understanding of user requirements.
Civil Service.
• Attending meetings and take minutes with both internal and external stakeholder
• Working in collaboration with colleagues across all functions for the good of DVSA
groups.
and to create a high performing and well-respected Agency.
• Representing DVSA at meetings with a variety of internal and external stakeholders
regarding aspects of the theory test published material available both digitally and in
Relationships
book form.
• Maintaining a proactive and positive culture of keeping everyone safe on Britain’s
• Help customers and stakeholders understand changes and why they have been
roads, the role holder will engage with a variety of internal and external stakeholders,
introduced.
supporting them to ensure published material and Theory Test content is up to date
• Engaging with internal and external stakeholders to ensure excellent working
and correct. Stakeholders may include.
relationships, including Strategy and Policy, Publications and Learning Materials.
• Providing day to day support to ensure that continuous improvement and
➢ Government departments such as Highways England and Driver & Vehicle Agency
requirements of the theory test service are met.
(DVA) Northern Ireland.
• Maintaining good relations and communications with all members of the team,
➢ A variety of external suppliers who will be delivering the theory test product and
responding politely and in a timely fashion to internal and external customers, as
Approved Driving Instructors (ADIs). This may be queries and questions related to the
appropriate.
content of the Theory Test. The role holder will need to provide answers if required.
• Communicating with stakeholders (internal and external) to achieve service objectives
➢ Specialist groups – representing those with particular needs e.g., special educational
and improvements.
needs and vulnerable road users.
• Working closely with Product Specialists to manage customers and stakeholders
➢ Members of the public who will be seeking support to be able to complete their
(existing and new), thereby improving service provision and Agency stakeholder
theory test will be establishing contact to discuss and seek guidance on the process
relations.
for obtaining OLM support.
• Keeping up to date with changes that impact the service.
➢ Groups of individuals or volunteers who engage in user experience testing to establish
concerns and provide answers and support.
About the role
Person Specification Success Profiles
We will assess your application against the evidence you have provided within your CV
and Personal statement against the Job Description and Person Specification. Candidates will be assessed using the specified Success Profile elements during the
selection process:
Essential
• A working knowledge of Microsoft 356 and applications such as Power BI, Behaviours – Communicating & Influencing; Developing Self & Others; Managing a
PowerPoint, Excel and Word.
• Excel skills and knowledge, for example use of formulas, pivot tables and charts. Quality Service.
• Experience of drafting in clear language to improve accessibility for a target audience. Strengths
• Experience of drafting in clear language using principles of Plain English and how to
apply them. Experience
• Experience of working within an operational or administrational service environment.
Interviews will be a blend of Behaviour, Strength, Experience questions
For further details please see Level 2 of Success Profile Civil Service Behaviours
Mandatory Qualifications (if applicable)
• Must have or a willingness to complete a Level 2 English and Maths.
• Complete a Level 3 Apprenticeship in Business Administration during the fixed term.
Candidates must possess a full valid driving licence
Benefits
We are committed to offering a wide range of employee benefits, including …
Personal Development Reward Great work/life balance
Employer Fast, modern IT kit and phones
Access to in-role pension Tax free using Microsoft Office 10 and
apprenticeships Study leave contribution childcare O365, enabling seamless
up to level 7 rate of up to scheme working from home and
30.3% collaboration across the agency
25 days annual leave, increasing, on a
3 paid Individual Flexible working,
sliding scale up to 30 days. Plus 8 Generous
volunteer Personal including part-
public holidays. You will also have one parental and
days per year Development time working
further day paid privilege entitlement carer schemes
Plans and job share
to mark the Queen’s Birthday.
6 month Free health Help and
Minimum of Development Special support with
Cycle to work checks
5 funded opportunities recognition your home
scheme including work
training days to progress awards & work life,
place
per year your career wellbeing
adjustments
Key dates and indicative timeline
Application
Please complete an online application form on Civil Service Jobs which will require the Please note that these dates could be subject to change
following:
• A CV setting out your career history, with key responsibilities and achievements Interview Information for shortlisted candidates:
• A Personal Statement utilising the word count given, providing evidence of your: We are closely monitoring the situation regarding the coronavirus, and will be following central
• Excel skills and knowledge, for example use of formulas, pivot tables and Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject
charts. to change at short notice. In addition, where appropriate, you may be invited to attend a video
• Experience of drafting in clear language using principles of Plain English and interview.
how to apply them. Please continue to follow the application process as normal and ensure that you check your emails
• Experience of working within an operational or administrational service regularly as all updates from us will be sent to you this way.
environment.
You will be invited to attend a panel interview in order to have a more in-depth discussion of your
Please see CV and Personal Statement guidance attached to the advert. previous experience and professional competence
• Failure to submit both documents (CV and Personal Statement) will result in
automatic rejection. Interviews will be a blend of Behaviour, Strength and Experience questions.
• Should you encounter any issues with your online application please contact
us within 48 hours or if you have issues with the online jobs portal.
Shortlist: From 28th April 2021
Closing Date: 27th April 2021
Interview: From 13th May 2021
Shortlist Offer
We will assess your application against the evidence you have provided within your
Regardless of the outcome, we will notify all
CV and Personal statement against the Job Description and Person Specification.
candidates as soon as possible.
All applicants will be notified of the outcome.
Our people promise
When you work for us, we’ll make you feel part of something special. We’re an
organisation where you can make a real difference.
Different people, one team Developing Your Career Apprenticeships Wellbeing
At DVSA, you can bring your whole You’ll get at least 5 days a year We offer a range of quality We take a proactive approach to
self to work. We value equality and devoted to you learning and apprenticeships with many leading health and wellbeing and regularly
diversity, and we’re committed to the development so that you have the up to recognised qualification or review our offer to ensure it meets
Civil Service Diversity and Inclusion skills and knowledge to carry out accreditation. the demands of our staff and
Strategy. We aim to be an your role and your professional supports them both at home and at
organisation where fairness and development needs are met. A range We offer apprenticeships work. You’ll get access to the
equal opportunity is central to our of bespoke training is available, opportunities up to Level 7, in a following services from day one;
culture. including face to face and e-learning range of areas from providing public
packages. services, to expert corporate • Annual flu vaccination
Current DVSA staff network groups
run by employee representatives services. • Employee Assistance Programme
• embRACE - BAME • Training courses • Eyesight tests for VDU users
• Enabled – Disability • On the job learning • Health Screening
• PRIDE - LGBTQI • Qualifications and accreditations • Mental health and wellbeing
• Time To Care – Caring • Job Shadowing education
Responsibilities • E-learning • Physiotherapy treatment
• WIN – women's network • Coaching and mentoring • Access to a network of over 60
Mental Health First Aiders
DVSA works in partnership with PCS
• Over 100 trained wellbeing
and Prospect trade unions
champions
Why DVSA?
If you want to make a difference and work for an organisation Apply via:
who shares your ambition, choose DVSA, hear what our www.civilservicejobs.service.gov.uk
colleagues have to say:
Start your journey to join us in
The people are great, there DVSA is the people, it is the achieving our ambitions and let us
DVSA is a friendly,
is variety in my job role desire to reinforce road help you achieve yours.
welcoming and inclusive
and great flexibility and safety and to do a good job. It
employer
work/life balance is about a sense of being part
of something bigger for many
DVSA Careers Site
people www.gov.uk/dvsa
@DVSAgovuk
Diversity and Equality
The Civil Service is committed to becoming the most Why DVSA?
inclusive employer in the UK
Our vision is to support and develop everyone who chooses to
work for us, our passion for diversity and equality ensures we
At DVSA, you’ll be part of an innovative organisation that
create a positive working culture for all employees that is
invests in all our people, ensuring we have the diverse skills
friendly, welcoming, respectful and full of opportunities for
to deliver transport that moves Britain ahead now and into
professional and personal development.
the future.
As well as being a DCS employer , we are proud to be members
We welcome applications from every part of the community.
of and champion Stone Wall Diversity, Business Disability
We’re particularly interested to hear from Black, Asian, and
Forum, The Prince’s Responsible Business Network, ENEI and
Minority Ethnic people, women, disabled people and those
Employers for Carers.
who identify as LGBT+. We believe everyone is involved in
making DVSA an inclusive and great place to work.
The Civil Service strives to have diversity and promotes equal
opportunities for all. There is a Disability Confident Scheme
(DCS) for candidates with disabilities who meet the essential
criteria.
For more information on Civil Service Recruitment Principles,
see the Civil Service Commission website.You can also read
