Approved Driving Instructor Complaints Officer

6 months ago


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

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

- 353796**Salary**:

- £23,847**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- Strategy, Policy, Digital and Technology**Type of role**:

- Administration / Corporate Support
- Investigation
- Policy**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
- Newcastle-upon-TyneAbout the job

**Job summary**:
Do you have good verbal and written communication skills?

Can you make effective decisions?

Will you remain calm while handling high volumes of correspondence?

If this sounds like you, we would like to hear from you

**Job description**:
Responsibilities include, but are not limited to:

- Drafting replies to customer/ADI complaints and enquiries; making effective decisions and taking any appropriate action. Ensuring the message, quality of the response is correct while managing the needs and expectations of the customer, wherever necessary, taking on board any changes or feedback from managers.
- Providing customers/ADIs with thorough replies to prevent/reduce escalations/further correspondence and help to achieve the target of responding to 90% of correspondence within 10 working days.
- Gathering and considering all information provided, putting forward clear recommendations, escalating to management where appropriate to remove/keep complaints logged against an ADIs record without bias and using supportive evidence.
- Accurately identifying the correct driving instructor prior to sending for comments and ensuring systems are updated correctly when adding a complaint using the appropriate complaint code, fully adhering to GDPR regulations at all times.

**Person specification**:
To succeed in this role, you will need good verbal and written communication skills.

You will need to be a good decision-maker.

It is essential that you are an effective planner, being able to organise and manage your time.

**Additional Information**

This role will be based in Newcastle 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.

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.

Some travel and overnight stays may be required, these will always be booked and scheduled in advance.

**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.
- Harness the potential of technology and data.
- Grow and level up the economy.

We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.

To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.

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

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

**Benefits**:

- An environment with flexible working options where we encourage a great work-life balance
- Exceptional 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 30
- 8 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 colleagues
- Excellent learning and development tailored to your role including paid apprenticeships up to Masters level
- Wide range of discounts schemes on high street names
- Employee assistance program for health and wellbeing
- Cycle to work scheme and Gym membership offers
- For more information see visit our careers page

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.Your Personal Statement will be limited to a maximum of 1000 words.

For your Personal Statement, please provide detailed evidence of the following:

- Your experience of providing good ve



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