Drivers Medical Caseworker

6 months ago


Birmingham, United Kingdom Driver and Vehicle Licensing Agency Full time

**Details**:
**Reference number**:

- 358307**Salary**:

- £23,847**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DVLA - Operations and Customer Service Directorate - Drivers Medical Group**Type of role**:

- Administration / Corporate Support
- Operational Delivery**Working pattern**:

- Full-time, Job share, Part-time**Number of jobs available**:

- 10Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- BirminghamAbout the job

**Job summary**:
Are you a great communicator who enjoys helping others?

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

If so, we would love to hear from you

**Job description**:
You will undertake casework, ensuring customer records are created, updated, and retrieved accurately, ensuring excellent customer service levels are maintained and/or exceeded.

You will have strong communication skills and can communicate effectively through telephone, and written communication. You can deliver information in a clear, confident and professional manner, tailoring this to suit your audience.

**Responsibilities**

Key accountabilities of the role include:

- Dealing with enquiries, investigating and resolving issues, complaints and cases in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation
- Providing and seeking advice/information from relevant customers and/or stakeholders in order to ensure swift resolution to enquiries/complaints
- Ensuring accuracy of the data DVLA holds, capturing in a timely manner to support efficient/effective customer service
- Collating, interpreting and monitoring cases for quality and accuracy levels, by individual or teams and where necessary initiate improvement activities

For further information about the role please see the attached role profile.

**Additional information**

This role will require you to work on-site at our Birmingham office based in the city centre, very close to the main train station and local transport links.

The initial training period will take place Monday to Friday, usually between 8am and 4pm. Due to the in-depth training and support you’ll be given, part time staff will be required to work full time during the training period. Training is usually completed within 10 weeks.

**Person specification**:
We are looking for a team player with a passion for providing excellent customer service. You will need an adaptable and flexible approach to be able to adjust to business requirements when necessary.

To succeed in this role, you will have a strong attention to detail, good judgement and decision-making skills and will be confident multi-tasking, working with several IT systems simultaneously.

Additional skills and experiences:

- Good IT skills, with a demonstrable knowledge in the use of Microsoft packages.
- Highly organised with the ability to prioritise a heavy workload.
- The ability to work under pressure and to tight deadlines.
- Excellent communication skills in varying circumstances, with the ability to tailor this to your audience.

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_._

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.

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

- Managing a Quality Service
- Making Effective Decisions
- Delivering at Pace

**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 Careers website for further information.

Things you need to know

**Selection process details



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