Public Liaison Officer

5 months ago

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

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

- 325155**Salary**:

- £23,847**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

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

- Administration / Corporate Support
- Contact Centre
- Customer Insight**Working pattern**:

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

- 4Contents

Location

About the job

**Benefits**:
Things you need to know

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

**Job summary**:
Are you a focussed individual who loves to produce top quality work?

Do you have exceptional time management skills?

Is great customer service important to you?

If so, this is an exciting and varied opportunity, that will allow you to manage your own workload and work collaboratively with a variety of people, we'd love to hear from you

**Job description**:
They will gather information from our Testing And Registration System (TARS) to recommend payments for and process out of pocket expense claims within our guidelines, before writing to customers to notify them of the outcome, keeping the claims log up to date throughout.

The post holder will take part in team meetings and contribute to the staff engagement plan where possible; working closely with colleagues in a team environment to ensure that a consistent level of service is delivered, looking for continuous improvement opportunities. You may also be asked to perform additional tasks on an ad-hoc basis, such as collating and producing information for management.
- Responsibilities include, but are not limited to;_
- Draft replies to customer complaints and enquiries; making effective decisions and taking any appropriate action. Ensure the message and quality of the response is correct, taking on board any changes or feedback from managers.
- Adopt Cleary DVSA values in written correspondence to ensure clear, concise and easily understandable responses are provided to customers.
- Liaise with colleagues from Corporate Office and Operational staff where necessary, identifying and avoiding reasons for escalations/ICA referral, and help to achieve the target of responding to 90% of correspondence within 10 working days.

**Person specification**:
Excellent verbal and written communication skills are pivotal to this role to assist with the providing of guidance and robust recommendations to customers. Your exceptional engagement and relationship building skills will enable you to influence and challenge, but also support the work of the rest of the team when necessary.

You have exceptional decision-making skills and are able to quickly provide feedback based on evidence presented. You have effective planning, organising and time management skills. You have the ability to manage and filter your workflow, as well as organise and prioritise workload to maximise productivity.

You are someone who is passionate about delivering great customer service, you will be keen to contribute to the continual development and enhancement of the service provided.

**Additional Information**

The role may 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 Nottingham, Newcastle, Bristol or Swansea 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
- 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.

Visit the Department for Transport careers website to read more about the great opportunities and benefits of working at DVSA.

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

- Seeing the Big Picture
- 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 a

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