Customer Service Centre Agent (Fixed Term Appointment - Swansea)

at  Driver and Vehicle Standards Agency

JOB SUMMARY

Are you someone who prides themselves on being able to deliver first class customer service?
Do you have excellent interpersonal skills?
Would you like the opportunity to be part of a department that advocates development?
If this sounds like you, then please apply!
Working within our Customer Service Centre provides opportunities to grow and develop, our managers motivate their teams to succeed by creating a positive working environment and we enable our staff to feel a sense of ownership.
We promote internal progression and work closely with local colleges to offer a range of qualifications such as National Vocational Qualification (NVQ) and Institute of Leadership & Management (ILM) courses.
We love nothing more than to contribute towards the development of our workforce.
We can’t wait to hear from you!

JOB DESCRIPTION

• You will be providing quality support, advice and guidance to both internal and external customers, contributing to improvement in road safety, environmental standards and the reduction of vehicle crime.
• You will handle inbound and outbound customer contact which includes phone calls and email correspondence whilst using our IT systems to record critical information. You will be working in a fast-paced environment which will require you to be multi skilled when helping our customers.
• You will provide cover on a rota basis, which is currently between 07:30 am to 18:00 pm Monday to Friday, to support your colleagues and deliver a high level of service to our customers.

Responsibilities include, but are not limited to:

• Handling inbound and outbound customer contact including phone calls and email correspondence relating to all aspects of testing, enforcement and related matters.
• Adhering to current legislation and processes to provide first point of contact customer resolution.
• Administration and processing of Scheme and non-Scheme related applications including telephone, email and white mail requests, booking amendments, take credit card payments and issuing certificates as and when necessary.
• Assisting with general administration duties.

For more information about the role and responsibilities please see the attached role profile..

PERSON SPECIFICATION

• We are looking for someone with superb written and verbal communication skills and is passionate about providing an excellent service to our internal and external customers.
• You take pride in completing your work to the highest standard, managing a sometimes demanding workload where you need to prioritise tasks to make sure you meet targets.
• You enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same.

ABOUT US

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.
We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

• Make roads safer.
• Improve services for our customers.
• Make road transport greener and healthier.
• Harness the potential of technology and data.
• Grow and level up the economy.

To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Responsibilities include, but are not limited to:

• Handling inbound and outbound customer contact including phone calls and email correspondence relating to all aspects of testing, enforcement and related matters.
• Adhering to current legislation and processes to provide first point of contact customer resolution.
• Administration and processing of Scheme and non-Scheme related applications including telephone, email and white mail requests, booking amendments, take credit card payments and issuing certificates as and when necessary.
• Assisting with general administration duties