What our people say about working for Driver and Vehicle Standards Agency
Working in front-line operations and customer service
- Driving examiner: Nick’s role at DVSA
- Stuart Deal: The road to becoming a driving examiner
- Apprenticeship: Chloe in customer service
- Career change: Selena becoming a Vehicle Standards Assessor in her 40s
- Driving examiner: Leanne’s DVSA experience
- Traffic Examiner: Alexandra Tills’ DVSA Experience
Working in digital and data
Management and workplace culture
Nick Kimber, Driving examiner
I joined the DVSA in 2015 after spending eleven years as an approved driving instructor. I have Cerebral Palsey and use a wheelchair to get around. I have a keen interest in the direction of the DVSA and road safety.
My primary role is to conduct driving tests, making sure people meet the required standard to drive safely on our roads. I get to meet people from all walks of life and I become part of their learning to drive journey. I get to use all of my customer service skills as well as my in-depth knowledge of driving and rules of the road. I work as part of a diverse team to make sure the test centre runs smoothly on a daily basis. A key element to my role is to be able to work and make decisions independently as well as being able to take on the view of others when working as part of a team both locally in my office and nationally as part of the wider civil service.
I think the DVSA is a great place to work and the DfT as a whole. I feel valued and trusted in my job by management. DVSA promotes a well-rounded working culture in which everyone is respected and I get to work with great people from all different backgrounds in my team. We are expected to demonstrate an extremely high level of skill and accuracy when we are working. In return we get a number of employee benefits including a very generous annual leave allocation, pension and employee assistance program. The DVSA also offers flexible working packages such as full and part time working patterns and in my case term time working to allow me to look after my son in the school holidays. Career progression is also a big plus within DVSA. I have been able to progress within my job to become a mentor so I help to bring new driving examiners into the agency and help with their training. If your wanting to progress into other areas of the Civil Service this is an option too.
I would highly recommend DVSA as a place to work. I am always listened to and my needs taken into account to allow me to perform the best I can as a Driving Examiner.
Stuart Deal, Driving examiner
Whether I’m on holiday or when I worked as a chauffeur, I’ve always loved driving. I’ve been lucky enough to drive around Australasia, the USA, and Europe. I’m also passionate about road safety, so it made sense to apply for a role as a driving examiner with the Driver and Vehicle Standards Agency.
My driving examiner career began in 2012. It has provided me with so many opportunities. In addition to car tests, I also conduct HGV and bus tests, regularly travelling into London and throughout the southeast of England.
Over the past decade, my role has evolved with the use of technology for both the examiner and the learner. I used to mark the learner on a paper form, now everything is done electronically which saves a lot of time! As tests are marked digitally, customers are provided with instant feedback directly to their email address. 13 years down the line and I cannot believe I am being paid for doing something I enjoy!
A day in my life as a Driving Examiner
I arrive at work well before the first test, which is usually around 8am. I check with colleagues about local traffic and recent road closures which may affect which routes tests may take. Sometimes, we discuss the latest directives on vehicle adaptions and how we deal with these on tests, such as hill assist, reversing cameras and stop/start technology. I make sure I’m up to speed with how new technologies work.
In the morning, I carry out 4 driving tests that last approximately 40 minutes each, conducting a further 3 tests in the afternoon.
New entrants are contracted to work one Saturday every 5 weeks, with a day off during the week. Each test is conducted on one of our pre-planned routes, varying throughout the day. The customer may be asked to follow road signs or follow directions on a sat nav. We also ask them to carry out a manoeuvre, such as a forward bay park, and 1 in 7 customers is asked to carry out an emergency stop.
Some customers are very nervous, so it’s really important that I make sure they feel comfortable and at ease during the test. I enjoy meeting so many different people each day and knowing that what I do makes a difference to their lives.
At the end of the test, I provide detailed feedback, irrespective of the result.
I will always invite the customer’s instructor to listen to the feedback, as this helps the customer to improve or enhance their skills for a lifetime of safe driving.
Why would you recommend becoming a driving examiner?
I’d recommend becoming a driving examiner if, like me, you are passionate about driving and road safety. There are many opportunities for professional development and growth, as well as flexibility within the role! It’s very rewarding to know that my work improves peoples’ lives, as well as directly contributing to the safety of our roads.
Chloe, Customer Service Centre apprentice
My name is Chloe. I joined the DVSA in February 2019 as an apprentice Customer Service Centre agent in the contact centre. I then obtained a permanent position within the same role. More recently, I have been fortunate to secure a permanent position within the Training Team after undertaking a temporary development opportunity.
My new role involves training new and existing staff in the various skillsets covered by DVSA. The training I deliver involves a mixture of classroom-based learning, practical exercises and listening in with subject matter experts (SME). The majority of our systems have training versions available which allows delegates to complete tasks similar to live calls/enquiries received from customers.
The role involves planning training courses including updating/amending packages, finding appropriate delegates based on their current skillsets and arranging the Pod once training has been completed. The Training Team are always eager to receive all types of feedback to improve the overall experience for delegates on courses. This is regularly reviewed, and changes are made accordingly.
Training is essential within the Customer Service Centre to ensure that there are enough agents dealing with the range of skillsets/enquiries DVSA deal with as well as ensuring the agents have all of the knowledge and resources available to them to deal with all types of enquiries.
My previous role was as a customer service agent in the Customer Service Centre. I undertook all training opportunities available to me which resulted in me being a multi-skilled agent. I believe this has provided me with a better understanding of training as I am familiar with almost all of the skillsets delivered by the Training Team. I also regularly volunteered myself as an SME for various training courses which allowed me to assist the Training Team and have an insight into the Training Manager role.
I have found working for DVSA as an organisation has many appealing benefits. These include flexible working, this allows me to have a well-balanced work and home life due to the flexibility and working patterns that is supported within the department. There are many career and training opportunities throughout the organisation which include job shadowing, coaching and mentoring.
DVSA has adapted in the current circumstances to continue to provide excellent customer service via all communication channels to our customers. I have been able to carry out my usual daily role whilst working from home.
DVSA aspire to provide a good workplace culture by creating engagement groups to promote.
Selena, Vehicle standards assessor
Why I Joined DVSA – and Why I’ve Stayed
I joined the Driver and Vehicle Standards Agency (DVSA) as part of the Vehicle Standards Assessor apprenticeship scheme, which offered me the opportunity to have a complete career change in my 40s. I had spent the first 20 years of my working life in offices, but I’ve always had an interest in mechanics. As a DVSA apprentice, I got the chance to expand my interest into a qualification and a full-time job.
I chose to stay with the DVSA because the agency has so much to offer. Since finishing my apprenticeship, I have moved on to a role where I lead a team of assessors which have enabled me to combine my new knowledge of vehicles with my vast experience of leading teams. I am confident I will spend the rest of my working life within DVSA as there are so many opportunities available to support my professional development and job satisfaction.
What do you like most about your role?
The best thing about my role is the teamwork. Our line manager is extremely supportive and constantly encourages us to grow and develop ourselves. I work within a great team of leaders who are always striving to make things better for our frontline workers. The team I lead is amazing. They work extremely hard to provide an outstanding service to our customers that is fair and consistent, making sure the roads are safe for everyone.
Over the past year, since I stepped into my current role, I have been able to work with several different departments. Collaboration is a big thing in the DVSA. Every team I have worked with has been very engaging and keen to work together to improve working practices. It has helped me enormously in my role to understand the inner workings of different departments.
5 things I love about working at DVSA
- Work/life balance – working 37 hours a week means my work/life balance is great.
- My role is so varied that no 2 days are the same!
- The people I work with.
- My job has a real impact on road safety.
- The opportunities for my development are endless.
Leanne Kapa, Driving examiner
Hi! I’m Leanne ‑ a newly qualified driving examiner. I’m currently in my second week of live testing, and already I can say no two days are the same – and that’s exactly why I love it.
This is a job where you’re constantly learning. On paper, a typical day includes conducting tests, explaining results to your customers, and continuing your own professional development. In reality, it’s far more dynamic. You might be learning new test routes one moment and unpacking a complex driving fault the next.
The training is challenging, and for a good reason, but it was also genuinely enjoyable. I felt supported every step of the way by a fantastic team that’s not only incredibly knowledgeable, but approachable.
You’re never left to figure things out alone and there’s no such thing as too many questions. I’d happily do the training all over again!
I come from a civil service background, but I’m new to DVSA and I’m really pleased to say that this has been the most welcoming and supportive team I’ve worked in – from managers, to trainers, to fellow examiners. There’s always someone willing to help you learn, which makes all the difference when you’re just starting out.
Stepping into a role where you don’t often see many young women has made the experience even more meaningful for me. It’s great to be part of changing that picture, and to show that there’s space for anyone to thrive in this career.
My advice is simple: trust the process and trust yourself! There will be moments that challenge you, but these are great learning experiences, and they help to shape your thought process going forward. Along the way, you’ll build confidence, skill, and friendships that last beyond training.
If you’re looking for a role that challenges you, supports you, and lets you make a real difference every day—this is it.
Alexandra Tills, Traffic examiner
Can you describe the role of a Traffic Examiner?
The Traffic Examiner role is very varied and I’m lucky to say every day is different! Typically, I am scheduled on road checks at fixed or mobile sites where I encounter heavy goods and light goods commercial vehicles. HGVs are checked for driver hours compliance on tachograph data, and light goods are checked for being overweight/overloading in the first instance.
If offences are found, prohibitions and fixed penalties may be issued, and then subsequent operator visits are scheduled where I will visit the operator to complete a systems audit to examine how/why the roadside offence occurred. Court appearances are also part of the role, where we are the face of DVSA in Magistrates Court to prosecute some roadside offences, and appearances with the Office of the Traffic Commissioner may also feature as well in Public Inquiries.
Additionally, the role also encompasses Environmental Visits for operators who are looking to move operator centre, apply for a new site, or make changes to their current licence and site. This variation is what makes the role so appealing and enjoyable, as well as the opportunity to work with colleagues across the country and external agencies including Police, Border Force, DVLA and HMRC.
What can you tell us about the culture at DVSA?
Before I even accepted the job, I felt there was a real sense of inclusivity, passion and care within the agency. I’ve previously worked in various roles across the public sector, and I didn’t know anything about lorries or transport before joining DVSA – I thought a tacho was something you ate! I have been truly supported by my immediate team and manager since joining, and additionally by colleagues I trained with across the agency.
We’re actively encouraged to attend DVSA events to get to know our colleagues, contribute to leadership Q&A sessions and engage with wider teams through our internal platforms. This has really helped me to connect with some great people who are always at the end of the phone or a Teams message should I need any help or support in my role.
Ben Auld, Senior Service Designer
What is it like working in DVSA Digital and Data?
I’ve been working at DVSA since February 2022 when I joined as a Content Designer. Since then, I’ve been involved in lots of interesting projects from MOT reminders to Vehicle Operator Licensing. There have been so many opportunities to develop my skills and working here has enabled me to move into my current role as a Senior Service Designer. The people I work with are supportive, curious, and enthusiastic about creating services that improve people’s lives. It’s an ideal environment for a Service Designer.
What is the most exciting part of this role?
We get to work on projects that have a real impact to millions of people every day. At the same time, we’re trusted to challenge traditional ways of approaching problems and put forward solutions that meet our users’ needs. It’s exciting to work without constraints but still have the support of an experienced Service Design team and the design resources developed by GOV.UK.
Why would you join our team?
I’ve found my experience in Content Design to be so useful to the role, but there are many angles you can approach Service Design from and my colleagues in the Service Design team all have their own distinct backgrounds and specialisations. If you’re looking for a role that gives you the freedom to explore and experiment and allows you to make the most of the skills you’ve already developed then DVSA is the perfect fit.
Kelly Hewitt, Head of Data Analysis
What is it like working in DVSA Digital and Data?
I started working for VOSA (Vehicle and Operator Services Agency) in 2005. This was a predecessor to DVSA when it was formed in 2014. I joined as an Executive Officer as part of a new analytical unit and have worked my way up to now be Head of Department. I like working here because I feel in some small way, I have made a difference to the people of this country. DVSA is involved in a multitude of things all connected to road safety and no two days are the same.
What is the most exciting part of this role?
Our Data Analysts are new roles that we have created within DVSA, so you will be joining a new team and helping to shape the work the team get involved in. We will be looking at new datasets, and try to identify new insights into existing datasets. Essentially looking at our data and how we can drive improvement to our frontline services.
Why would you join our team?
If you enjoy working with different datasets and exploring the potential of data, then this team is the team for you. You really will feel like you are actually part of something, and will have the space and support to develop your skills in an environment that is supportive and inclusive. There is also the added incentive, that you will be working with other data-minded professionals and will have the opportunity to broaden your skills outside of data analytics into other data-related careers.
Tina Churcher, Chief Digital and Information Officer
I came to DVSA from the private sector in January 2019.
It really is a great place to work! The fact that you are effectively working for every citizen of the UK brings a real sense of personal pride and responsibility to the role that you don’t tend to get in the Private sector, along with some incredibly varied challenges, especially in 2020. A lot of people warned me about the public sector being slow to move and slow to change, but if anything, I have seen the opposite; an organisation that is prepared to “fail fast,” to inspect and adapt, not just within a Scrum team but at a corporate level.
I love the flexible working arrangements – and so do my two children! DVSA’s directors have a genuine commitment to work-life balance. I have two young children and one of my biggest concerns when I accepted the role was how I was going to make that work.
I have the trust of colleagues and leaders to be able to do my role but also do what I need to for my family. The “bring your whole self to work” is an intrinsic value you see across the organisation. The Civil Service has to be one of the best kept secrets of the UK employment market. I don’t know a single person who’s not been blown away by how different it is to what they expected, and how inspiring it is to be part of digital changes that impact every member of the UK population. Digital is changing at such a rate that we all need to bring our A-game to work. It can be challenging, but it’s always fun.
Digital solutions are key to where we go with our innovations moving forward. We are part of that wider conversation, and that brings excitement to the role. If that’s the sort of conversation you want to be part of, there’s never been a better time to join us at DVSA.
Dan Bewick, Tech Services Delivery and Service Manager
What is it like working in the Delivery and Service Management Team?
I joined the DVSA Tech Services leading the Delivery and Service Management team in January 2023, although I’m not new to the Civil Service having spent time in HMRC and DWP.
What I can say is that joining this team has been a fantastic move. In the team you can take ownership of your work, while importantly being empowered to deliver.
There are several functions that make up the team – Delivery Management/Service Delivery Management/Transition & Change/Process Improvement/Business Relationship Management.
The team currently consists of 20 members and is steadily expanding, yet it successfully preserves a close-knit team culture. Together, we emphasize a broader outlook to provide mutual team support rather than becoming siloed on “what’s mine”.
You will find yourself in an open and welcoming team.
What is the most exciting part of this role?
In this role you will have the space and scope to excel in the Business Relationship Management function to drive progress aligned with our Directorate’s goals. You have the opportunity to cultivate and nurture meaningful connections with diverse senior stakeholders across the DVSA.
You will see how Tech Services critically feeds into how the DVSA functions, identifying areas for improvement and playing a key part so that the improvements to our service are put into practice.
You will be a catalyst for change with pride, as you see visible change come from your insights and relationship building.