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Position Overview
The Driver and Vehicle Licensing Agency (DVLA) is committed to fostering a diverse workforce and encourages applications from all individuals, particularly those from underrepresented groups. We value the positive impact of diversity and actively promote inclusivity and equal opportunities for all candidates.
Are you a skilled communicator who enjoys assisting others?
Do you thrive in a collaborative environment, bringing enthusiasm to your daily tasks?
Would you like to contribute positively by supporting customers throughout the UK?
If so, we would be delighted to hear from you.
This role presents an excellent opportunity to enhance your skills and gain valuable experience. You will join a dynamic department that prioritizes professional development.
Role Responsibilities
This is an exciting chance for dedicated individuals to become part of our award-winning customer service team. Your primary responsibility will be to handle incoming customer inquiries, providing assistance, information, and exceptional service. This position does not involve sales or cold calling.
As a vital member of a supportive and friendly team, you will receive coaching to develop innovative customer service skills and techniques while utilizing various multi-channel services in a fast-paced setting.
You will serve as the first point of contact for the public, offering guidance, support, and advice to ensure drivers and vehicles are properly registered and operational in a straightforward, safe, and efficient manner.
Essential Skills
It is essential that you are comfortable using IT systems, as you will need to navigate multiple platforms on dual screens while addressing customer inquiries.
No prior experience or qualifications are necessary to apply; however, we seek hardworking and resilient team players aged 16 and above who are enthusiastic about supporting our customers.
Key Responsibilities Include:
- Delivering outstanding customer service through various channels (telephone, multi-channel, and operational functions) by investigating and resolving customer issues, complaints, and processing payments accurately and promptly.
- Providing and seeking advice/information from relevant customers and stakeholders to ensure swift resolution of inquiries and complaints.
- Collaborating effectively with colleagues, valuing diverse perspectives, and continuously improving through feedback.
Additional Information
These positions will be available in the near future. We will strive to onboard successful candidates as quickly as possible, subject to pre-employment checks.
The Contact Centre operates from 8 am to 7 pm, Monday to Friday, and 8 am to 2 pm on Saturdays. You will be expected to work full-time hours during the initial training period, which typically lasts 8-10 weeks, from Monday to Friday, between 8 am and 6 pm.
After the training period, you will work a flexible shift pattern within the operational hours. A standard full-time employee works 8 hours over 4 days and 5 hours on 1 day, with a day off during the week if you work on a Saturday. Shifts are scheduled on a rolling weekly basis, 11 weeks in advance.
Most positions will be based in the Contact Centre, but successful candidates may also be offered roles in other operational areas, depending on availability and business needs.
We welcome applications from candidates who are bilingual in Welsh and English, as this will enable you to assist our Welsh-speaking customers. Opportunities to improve Welsh language skills will be available once you join us.
We are looking for individuals with strong communication skills who are passionate about delivering excellent service. You should be able to adapt your approach to meet individual customer needs and simplify complex information for better understanding. You take pride in your work and are resilient in managing a fast-paced workload.
Benefits
Joining our esteemed Civil Service offers access to a variety of fantastic benefits, including:
- Comprehensive learning and development tailored to your role.
- Flexible working options that promote a healthy work-life balance.
- Generous employer pension contributions.
- 25 days of annual leave, increasing with service.
- Access to a staff discount portal.
- 24-hour Employee Assistance Programme providing confidential support and advice.
For further information about the role and the benefits of working with us, please refer to our official resources.
