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