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Contact Centre Advisor

3 months ago

Swansea, United Kingdom Driver and Vehicle Licensing Agency Full time

Job summary

At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.��

Are you an excellent communicator who enjoys helping others?

Do you love working as part of a team, bringing an enthusiastic approach every day?

Would you like to make a difference by supporting customers across the UK?

If so, then we�d love to hear from you��

This is a fantastic opportunity to further develop your skills and experience. You�ll be part of a vibrant department that advocates development.�

Job description

This is an exciting opportunity for hardworking individuals to join our award winning Contact Centre. Located in Swansea Vale, your role as an advisor will be to answer inbound customer queries, providing our customers with support, information and an outstanding service. The role does not involve any sales or cold calling.�

You will play a pivotal role in being part of a�supportive and welcoming team environment. You will be coached to develop�innovative�customer service skills and techniques, combined with a requirement to utilise a range of multi-channel services in a fast paced environment.��

You will be the first point of contact for providing guidance, support and advice to the British public, and will be supporting us to get the right drivers and vehicles taxed and on the road, as simply, safely and efficiently as possible.�

It is crucial that you are confident using IT systems, as you will need to navigate multiple systems on dual screens whilst answering customer queries.

You don�t need any previous experience or qualifications to join us, but�we are looking for hardworking and resilient team players, over the age of 16 who are enthusiastic and genuinely want to support our customers with their needs.

For more information on who we are, what we do and to hear from colleagues who work in our award winning Contact Centre please visit our���

Responsibilities

Key accountabilities of the role include:��

To deliver excellent customer service, through a variety of customer channels (telephony, multi-channel, wider operational functions) by investigating and resolving customer issues, complaints, cases, and processing customer payments in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation. To provide and seek advice/information from relevant customers and/or stakeholders to ensure swift resolution to enquiries/complaints.To work well with colleagues, listen to the views of others and try to see issues from other�s perspectives, continuing to develop and take on board feedback to continuously improve.

For further information about the role, please refer to the role profile attached.�Please click here for or version of the role profile.

Additional Information

These opportunities will be available from September 2024. We will make every effort to onboard successful candidates sooner pending pre-employment check timescales.

The Contact Centre�s current operating hours are between 8am and 7pm Monday to Friday and 8am and 2pm on Saturdays. You will be expected to work full time hours during the initial training�period (up to 8-10 weeks) which�will generally take place Monday to Friday,�between the hours�of 8am and 6pm.�

Following the initial training period you will work a flexible shift pattern within the hours of 8am and 7pm Monday to Friday, and 8am and 2pm on Saturdays. A standard full time employee will work 8 hours over 4 days and 5 hours on 1 day.

You will be allocated a day off during Monday to Friday if you work on a Saturday. Shifts are provided on a rolling weekly basis, 11 weeks in advance.

The majority of positions will be based in the Contact Centre. However, if successful, you could be offered a position in the Contact Centre in Swansea Vale, or the Operational area at our Morriston site. This will be dependent on availability and business requirements at the time of recruiting. The operating hours within the Operational area are between 6am to 6pm Monday to Friday.

Only one job offer will be made which could be in either role, so only candidates who are willing to accept a role in either area should apply.

Whether you�re looking for full or part time hours we offer a variety of working patterns, allowing you to select an option which complements your lifestyle. However, whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidates to be able to work at least 25 hours per week.�

The Contact Centre actively encourages development and for all colleagues to use and stretch the skills they have to fulfil their potential and support the business.�We welcome applications from candidates who can speak Welsh and English,�which will allow you to answer calls from our Welsh speaking customers. We also offer opportunities for all staff to improve their Welsh language skills once they join us.�

Customer facing roles in DfT require the ability to converse with members of the public and provide advice in accurate spoken and written English.

This will be assessed during the selection process. Please refer to the��for more information. Welsh language skills would be useful in this role, but it is not an assessment criteria so it won�t put you at any disadvantage during recruitment if you aren�t a Welsh speaker.�

Please note that the advertised webinars and assessment process will be held in English.

Please note that unsuccessful applicants cannot reapply for this vacancy within a 6 month period.�

Person specification

We are looking for people with strong communication skills who are passionate about providing an excellent service to our customers. You can adapt your approach to suit individual customer needs and break down complex information to enhance customer understanding. You take pride in completing your work to the highest standard and are resilient when managing a fast-paced workload.

Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.��

If you are interested in the role but would like to find out more information, please visit our�

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues.��

About Operational Delivery Profession�

�

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.�

Technical skills

We'll assess you against these technical skills during the selection process:

DVLA Contact Centre Resilience Behaviour Framework - Self Control

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits.�

Best in class learning and development tailored to your role��An environment with flexible working options where we encourage a great work-life balance�Generous average employer contribution of 27%, depending on rate of salary and chosen pension scheme�25 days holiday, increasing by one day each year up to 30 days pro rata�Access to the staff discount portal�24-hour Employee Assistance Programme providing free confidential help and advice for staff��

There are many more opportunities and great benefits of working at DVLA, visit our for further information.���

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