Public Liaison Officer

2 months ago

Newcastle upon Tyne, United Kingdom Driver and Vehicle Standards Agency Full time

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

- 322498**Salary**:

- £32,603**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- DVSA - Corporate Affairs**Type of role**:

- Administration / Corporate Support
- Business Management and Improvement
- Contact Centre**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, Newcastle-upon-Tyne, Nottingham, SwanseaAbout the job

**Job summary**:
Do you have exceptional communication skills and are not afraid to face challenges?

Have you worked in a correspondence/customer service based environment?

Have you managed a diverse range of people across multiple sites?

Are you someone who enjoys working collaboratively with different business areas?

Would you like the opportunity to work in an exciting, energetic work environment where no two days are the same?

If so, we have an exciting opportunity for a Public Liaison Officer to join us here at the DVSA, and we'd love to hear from you

**Job description**:
The Public Liaison Officer is responsible for managing the processing of responses to complaints received into the Agency about any of our business functions. They also manage the out-of-pocket expense claims processing in line with procedures. Accuracy and timeliness are important for both functions.

In addition to this, the Public Liaison Officer might also be involved in handling FoI requests and Data Protection requests under the DP Act 2018 and GDPR.

Responsibilities include, but are not limited to;
- Manage the provision of responses to correspondence, ensuring that they are accurate and delivered in accordance with agreed timescales
- Where necessary, draft accurate and concise draft responses to escalated complaints, and those involving senior stakeholders with support from SMEs within department timeframes.
- Liaise with colleagues and management team about casework as appropriate to improve the chances of early complaint resolution and avoid the escalation of complaints_ _
- Manage staff over several sites in a joined up way to deliver consistent delivery responses
- Spot trends through database analysis, and work through solutions where required with other managers

We operate a hybrid working model with the expectation that you will spend a minimum 60% on a DVSA site or on official business giving you greater flexibility about where and when you work. DfT workplace attendance expectations were updated in recruitment campaigns on 17 November 2023.

**Person specification**:
To thrive in this role, you will have excellent oral and written communication skills with the ability to adapt your communication styles to your audience. You are a confident person who enjoys building solid relationships across all grades and those externally.

You will be passionate about fairness when making decisions, and willing to make difficult decisions and deal with challenges both internally and externally due to your actions. You have experience of managing and leading staff in delivering high quality, time driven, customer focused responses to complaints.

You will embrace new knowledge and skills, and push yourself to utilise training experiences and others knowledge to successfully adapt your own current skills to this highly challenging role.

You are thorough and conscientious, remaining impartial to ensure the professional reputation of the agency. You have experience of resolving complaints or processing of high-level correspondence or appeal and/ or dispute resolution.

You are a strong advocate for change and continuous improvement; recognising the benefits of promoting a change culture within your team. You will be willing to raise service standards and make decisions to improve your customer’s experience.

You will be goal-oriented with the ability to multitask efficiently and pay close attention to detail to ensure a high-quality outcome.

**Additional Information**

The role will require travel to the other main DVSA administrative sites for team meetings, training and cooperative working where required.

For this role you will be attached to one of our core locations in Swansea, Nottingham, Bristol, or Newcastle, where presence at one of these sites will form part of the working arrangements agreed with you. We operate a hybrid working model that allows you to work between home and office locations, giving you greater flexibility about where and when you work.

**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

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