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Customer Service Centre Agent

3 months ago

Swansea, United Kingdom Driver and Vehicle Standards Agency Full time

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 We can�t wait to hear from you

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.

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

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.

Additional Information

This role is based in , your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.

Full training is provided with the expectation for successful candidate to work full time through the training period. Training duration is from 2-6 weeks. The training is delivered in a face to face environment at The Ellipse, Padley Rd, St Thomas, Swansea SA1 8AN.

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 hours per week.

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.

This post is offered on a Fixed Term Appointment (FTA) basis.

For permanent Civil Servants, this role is only available on loan, so you must have your home departments approval to return to them at the end of the loan before you apply. There is no opportunity for a permanent Civil Servant to take on this role as a fixed term appointment. OGD applicants will be appointed on an inward loan and subject to the terms of the agreed inward loan. Internal candidates will return to their previous post at the end of the loan period, which will need to be agreed with your line manager in advance.�

If you're employed by a non-departmental public body (NDPB) by moving jobs this will involve a change of employer and you may break the statutory rules on .�

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

About Us

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.�

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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 .�

Behaviours

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

Making Effective DecisionsDelivering at PaceCommunicating and Influencing

Benefits

An environment with flexible working options where we encourage a great work-life balanceExceptional pension with an employer contribution of an average of 27%Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 308 Bank Holidays plus an additional Privilege Day to mark the King�s birthday�Latest IT and Tech devices�A culture encouraging inclusion and diversity with a range of staff communities to support all our colleaguesExcellent learning and development tailored to your role including paid apprenticeships up to Masters levelWide range of discounts schemes on high street namesEmployee assistance program for health and wellbeing�Cycle to work scheme and Gym membership offersFor more information see

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