Telephony Support Agent

1 day ago


Swansea, City and County of Swansea, United Kingdom CV-Library Full time

We are recruiting a skilled Telephony Support Agent to join our team at the Driver & Vehicle Standards Agency.

Main Responsibilities:
  1. Provide high-quality customer service through telephone calls, addressing customer queries and concerns in a professional and timely manner.
  2. Support the promotion of DVSA's digital services, promoting online platforms and tools to customers.
  3. Action customer requirements in line with current procedures and practices, ensuring efficient and effective resolution.
  4. Maintain accurate administrative records, ensuring all work is completed to a high standard.
  5. Utilize available information resources to provide expert support and guidance to customers.
  6. Stay up-to-date with current procedures and practices, adapting to changes as necessary.
  7. Collaborate effectively with colleagues, participating in team meetings and contributing to staff engagement initiatives.
  8. Promote a positive team culture by fostering good working relationships, respect, and open communication.
  9. Execute responsibilities with integrity, adhering to DVSA policies and processes.
  10. Ensure effective liaison with internal departments to meet customer needs, maintaining excellent relations and communication within the team.
Requirements:
  1. Excellent written and communication skills, enabling effective interaction with customers and colleagues.
  2. Ability to handle challenging enquiries, resolving issues promptly and professionally.
  3. Basic computer literacy skills, including keyboard proficiency and Microsoft applications knowledge.
  4. Prioritise workloads to enhance productivity, managing time effectively to meet deadlines.
  5. Flexibility to adapt to changing priorities and work demands, responding positively to evolving needs.
  6. Equivalent of five GCSEs at grade C or above, plus at least one year of administrative experience in an office environment.
  7. Strong teamwork and initiative-taking skills, able to work independently and collaboratively.
Benefits:
  1. Comprehensive training and induction programme.
  2. Accrue holiday hours as you work, enjoying a healthy work-life balance.
  3. Support from Brook Street (UK) Ltd, including back-office support and mentoring.

The estimated annual salary for this role is £25,661, based on a 40-hour week and £12.36 per hour.



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