Customer Support Officer

2 weeks ago

London, United Kingdom Driver and Vehicle Licensing Agency Full time

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

- 272249**Salary**:

- £22,497**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

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

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

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

- 10Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- 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.About 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?

**Job description**:
Our Customer Support Officers are passionate about providing excellent customer service in a fast-paced environment, whilst championing road safety. The role involves a combination of casework and customer support over the telephone. You will be responsible for answering inbound calls (no cold calling or selling), providing our customers with support and information, and accurately updating databases, with the aim to resolve any queries at the first point of contact.

You will be the front-line support for customers, providing advice to the British public and supporting us to make safe and accurate medical licensing decisions ‘first time, every time’ to ensure driver safety.

Full training will be provided to develop you into a multi-skilled Customer Support Officer. Therefore, you don’t need any experience to join us, just a dedication to provide a high-quality service to the public.

Visit our DfT Careers website to hear from our staff and learn more about what it's like to work for DVLA.

**Responsibilities**
- Key accountabilities of the role include:_
- Responding to enquiries from the public, investigating and resolving issues, complaints, and cases
- Ensuring that all information is captured in an accurate and timely manner on relevant systems and protecting our customer's personal data
- Making medical licensing decisions in line with departmental guidance
- Navigating and recording information on multiple systems, whilst engaging with customers

Please see the attached Role Profile for an in-depth view of the post.

Opening hours are between 8am - 7pm Monday to Friday, and 8am - 2pm on Saturdays, therefore various shifts will be available within these times. 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 currently completed in 2 stages. Stage 1 takes approximately 6 to 8 weeks. You will then be notified when you will return to training to complete stage 2.

Start dates will be available from May 2023.

**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.

Customer facing roles in DfT require the ability to converse with members of the public and provide advice in accurate spoken English. This will be assessed during the selection process. Please refer to the English Language Code of Practice for more information.

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:

- Working Together
- Managing a Quality Service

**Technical skills**:
We'll assess you against these technical skills during the selection process:

- Resilience Framework - Self Control

**Benefits**:
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We

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