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Client Support Specialist

3 months ago

Swansea, City and County of Swansea, United Kingdom Driver and Vehicle Standards Agency Full time

Position Overview

Are you dedicated to providing exceptional client support?

Do you possess outstanding communication abilities?

Would you like to join a team that values professional growth?

If this resonates with you, we encourage you to consider this opportunity.

As a member of our Customer Service Centre, you will find avenues for personal and professional development. Our leadership fosters a collaborative atmosphere that empowers employees to take ownership of their roles.

We emphasize internal advancement and partner with local educational institutions to offer various qualifications, including National Vocational Qualification (NVQ) and Institute of Leadership & Management (ILM) courses.

We are committed to nurturing the skills of our workforce.

Key Responsibilities

  • Delivering high-quality support, advice, and guidance to both internal and external clients, contributing to enhancements in road safety, environmental standards, and the mitigation of vehicle-related offenses.
  • Managing incoming and outgoing client communications, including phone calls and emails, while utilizing our IT systems to document essential information. You will thrive in a dynamic environment that requires versatility in assisting our clients.
  • Providing coverage on a scheduled basis, typically between 07:30 am and 18:00 pm, Monday to Friday, to support your colleagues and ensure a superior level of service to our clients.

Additional Duties

  • Managing all aspects of client contact, including phone and email inquiries related to testing, enforcement, and associated matters.
  • Complying with current regulations and procedures to ensure effective first-contact resolution for clients.
  • Handling administrative tasks related to both Scheme and non-Scheme applications, including processing requests via phone, email, and postal correspondence, scheduling changes, processing payments, and issuing necessary documentation.
  • Assisting with general administrative responsibilities.

Candidate Profile

  • We seek individuals with excellent written and verbal communication skills who are passionate about delivering outstanding service to our clients.
  • You take pride in your work, managing a demanding workload effectively while prioritizing tasks to meet objectives.
  • You enjoy teamwork, taking responsibility for your performance and goals while supporting your colleagues in achieving theirs.

Work Environment

This position operates under a hybrid working model, allowing for flexibility in your work location. We expect a minimum of 60% of your time to be spent at your designated base location.

Comprehensive training will be provided, with the expectation that successful candidates will work full-time during this period. Training typically lasts between 2 to 6 weeks and is conducted in a face-to-face setting.

While we welcome applications for part-time roles, candidates must be able to commit to a minimum number of hours per week.

Due to the dynamic nature of our organization, positions may become available at any time, and this recruitment may create a reserve list for future needs.

This role is offered on a Fixed Term Appointment (FTA) basis.

About Us

The Driver and Vehicle Standards Agency (DVSA) is dedicated to ensuring safe and sustainable transportation in Britain.

We strive to:

  • Enhance road safety
  • Improve services for our clients
  • Promote greener and healthier transportation
  • Leverage technology and data effectively
  • Support economic growth and development

Benefits

  • Flexible working arrangements that promote a healthy work-life balance
  • Attractive pension scheme with substantial employer contributions
  • Generous annual leave, increasing with years of service
  • Comprehensive employee assistance programs for health and well-being
  • Opportunities for professional development and learning