Our Work
The Operational and Customer Service Directorate (OCSD) is the largest directorate in DVLA with over 4,500 colleagues. We are responsible for managing all operational driver and vehicle activity and are made up of 7 areas:
- Casework and Enforcement Group
- Contact Centre
- Central Support
- Drivers Medical Group
- Input Services Group
- Output Services Group
- Service Management Office
These departments are responsible for processing driving licence applications (such as first applications, renewals, and medical enquiries) and vehicle enquiries (such as enforcements, taxing, keeper changes and keeper detail amendments). We are also home to an award-winning contact centre.
We have a large casework team who deal with fraud and complaints, endorsements and disqualifications, and the release of data to those with the right to use it. Our team also work with customers and third parties on complex driver and vehicle cases and medical assessments. The directorate is fully aligned with the DVLA strategy by providing excellent, customer centric services.
We maintain key stakeholder relationships via our Corporate Services team and continue to evolve our products and services through skilled Service Designers. We are home to the largest in-house print and mail facility within the UK through our Output Services Group and graphic print functions. We produce 100 million items of mail per year, averaging just under 400,000 transactions every day.
Supporting all these areas are our recruitment, resource management, data analytical and finance departments using their expertise to oversee multi-million-pound budgets. Our communication and engagement team actively drive engagement throughout OCSD by communicating timely and effective messages.
We are also proud that our Functional Learning (on the job training) and Leadership Programme have been recently recognised twice in the past three years as UK best practice by achieving Princess Royal Training Awards.
Our people
There are over 4,500 colleagues in OCSD based across several locations throughout the country. Many have obtained professional qualifications, including Institute of Leadership and Management (ILM), Operational Delivery Profession (ODP), Chartered Institute of Personnel and Development (CIPD) and many more. All are supported, and some funded, by DVLA.
We hold regular team meetings, directorate cascades, and everyone has a monthly one to one meeting with their line manager to support their personal and professional development. To help with this, we are proud to offer a variety of courses and we have our own Princess Royal award-winning development programmes available.
Our workplace
We host annual engagement sessions which actively encourage participation by all colleagues. We promote innovation and feedback to continuously improve our people, workplace, and customer experience.
We are also known for the support and family feel people get when working within OCSD. Our directorate is proud to be supportive, professional, and fun to be a part of.
Does the OCSD sound like the place for you? Apply now!
See all current vacancies within the Operational and Customer Service Directorate using the link below
What you’ll get from us
Working in OCSD, you will:
- gain an in depth understanding of the work of the directorate
- be provided first class training and support
- be given opportunities to learn, grow and develop
- be given the chance to get involved in projects that will further enrich your learning experience
OCSD is part of the Operational Delivery Profession (ODP), the largest profession within government. We offer many different roles, skills, and experiences within the directorate. This ensures there are professional development opportunities for colleagues to continuously improve, deliver excellent customer service and professionalise their careers within OCSD.
What we want from you
You will need to be someone who enjoys change, a fast-paced environment and takes ownership to overcome challenges. You will be a confident communicator and understand the importance of customer service and engaging with others to achieve positive outcomes.
What our team has to say:
Kat Croom, Administrative Officer
“During my time at DVLA I have gained confidence through developing my skills in decision making, problem solving and using complex systems.
Working at DVLA is challenging, rewarding, and engaging – It’s a fast-paced, friendly environment that’s motivating and fun.”
Kevin Jones, Administration Assistant
“It is an exciting, professional environment with a friendly and supportive workforce. DVLA also offers plenty of career development opportunities, giving people a chance to enhance their skills and experience different areas of the business.”
Ready to apply?
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