JOB SUMMARY

Are you an experienced leader who encourages others to excel and are passionate about continuous improvement?
Do you enjoy collaborating with teams, managing tasks efficiently, and striving to meet targets while maintaining high standards of customer service and internal communication?
Can you analyse information carefully including semi-complex financial information, leading on approvals. Contribute ideas for service improvements, and manage your tasks effectively, all while maintaining positive relationships with colleagues and customers?

JOB DESCRIPTION

The Public Liaison Correspondence Administrator is required to respond to customer correspondence within ten working days of receipt; managing their own workload, they will assess, log and investigate complaints and enquiries before drafting a quality reply to prevent escalations, processing refunds, rebooking where necessary. They will liaise with different departments and test centres in order to do this, speaking to customers and colleagues on the phone/Teams and by email where appropriate.
The post holder will take part in team meetings and contribute to the staff engagement plan where possible; working closely with colleagues in a team environment to ensure that a consistent level of service is delivered, looking for continuous improvement opportunities. You may also be asked to perform additional tasks on an ad-hoc basis, such as taking notes during meetings, or collating and producing information for management.

Responsibilities include, but are not limited to

• Draft replies to customer complaints and enquiries; making effective decisions and taking any appropriate action. Ensure the message and quality of the response is correct, taking on board any changes or feedback from managers.
• Adopt Cleary DVSA values in written correspondence to ensure clear, concise and easily understandable responses are provided to customers.
• Liaise with colleagues from Corporate Office and Operational staff where necessary, identifying and avoiding reasons for escalations/ICA referral, and help to achieve the target of responding to 90% of correspondence within 10 working days.
• Analyse and collate information provided by the subject matter expert (SME) to ensure that responses are accurate, and information is handled appropriately and securely.

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.

WORKING HOURS, OFFICE ATTENDANCE AND TRAVEL REQUIREMENTS

Full time roles consist of 37 hours per week.
Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 32 hours per week.
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.
Occasional travel to other offices will be required, which may involve overnight stays.

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)
• 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

TYPE OF ROLE

Administration / Corporate Support
Customer Insight
Knowledge and Information Management

Responsibilities include, but are not limited to

• Draft replies to customer complaints and enquiries; making effective decisions and taking any appropriate action. Ensure the message and quality of the response is correct, taking on board any changes or feedback from managers.
• Adopt Cleary DVSA values in written correspondence to ensure clear, concise and easily understandable responses are provided to customers.
• Liaise with colleagues from Corporate Office and Operational staff where necessary, identifying and avoiding reasons for escalations/ICA referral, and help to achieve the target of responding to 90% of correspondence within 10 working days.
• Analyse and collate information provided by the subject matter expert (SME) to ensure that responses are accurate, and information is handled appropriately and securely