Customer Service Centre Agent

Do you have exceptional communication and customer service skills?

Would you embrace the opportunity to make an impact on road safety and contribute to a safer, greener future?

If so, wed love to hear from you!

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the Kings birthday
• Flexible working options where we encourage a great work-life balance

Read more in the Benefits section below!

Find out more about what it's like working at:Driver and Vehicle Standards Agency - Department for Transport Careers

The role holder will provide a high-quality support, advice and guidance service to both internal and external customers, ensuring professional and effective customer engagement. They will contribute to the improvement of road safety, environmental standards and the reduction of vehicle crime by delivering accurate information, resolving queries and supporting the consistent application of relevant policies, procedures and legislation. Through building positive relationships and maintaining a customer-focused approach, they will help achieve organisational objectives while promoting trust, compliance and continuous improvement.

Your responsibilities will include, but arent limited to:

• Handle inbound customer contact consisting of telephone calls and e-mail correspondence
• Deliver a consistent and productive service to both internal and external customers.
• Support the promotion of DVSAs digital services
• Use judgement to action DVSA/customer requirements in line with current procedures and practices
• Ensure all administrative work is completed and recorded accurately
• Use information resources to support customer service
• Keep up to date with current procedures and practices
• Work effectively as part of a team, participate in team meetings and contribute towards staff engagement plan
• Promoting and respecting team working ethics by building good working relationships using co-operation and discussion
• Execute own responsibilities effectively and in line with DVSA policies and processes, ensuring that daily tasks and activities are delivered against agreed objectives.

For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Required experience:

To be successful in this role you will need to have the following experience:

• Good written and communication skills
• Ability to handle challenging enquiries
• Basic computer literacy skills e.g. keyboard, word processing skills and Microsoft applications
• Prioritise workloads to aid productivity
• Manage time effectively

Additional Information

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting

stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Travel to other offices may be required, which could involve overnight stays.

Customer Service Centre Agent - This role is based in Swansea and is suitable for hybrid working.

Successful candidates will need to undergo significant training and will be required to fully attend the office 100% during this training period (minimum 12 weeks).

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.