Public Liaison Officer

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

- 421276

**Salary**:

- £25,159
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Administrative Officer

**Contract type**:

- Permanent

**Business area**:

- DVSA - Corporate Affairs

**Type of role**:

- Administration / Corporate Support
Customer Insight
Knowledge and Information Management

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 2

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Bristol, Newcastle-upon-Tyne, Nottingham, Swansea

**About the job**:
**Job summary**:
Are you an experienced leader who encourages others to excel and are passionate about continuous improvement?

Do you enjoy collaborating with teams, managing tasks efficiently, and striving to meet targets while maintaining high standards of customer service and internal communication?

Can you analyse information carefully including semi-complex financial information, leading on approvals. Contribute ideas for service improvements, and manage your tasks effectively, all while maintaining positive relationships with colleagues and customers?

**If so, we’d love to hear from you**

Joining our department comes with many benefits, including:

- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday.
- Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below

Find out more about what it's like working at DVSA: Driver and Vehicle Standards Agency - Department for Transport Careers

**Job description**:
The post holder will take part in team meetings and contribute to the staff engagement plan where possible; working closely with colleagues in a team environment to ensure that a consistent level of service is delivered, looking for continuous improvement opportunities. You may also be asked to perform additional tasks on an ad-hoc basis, such as taking notes during meetings, or collating and producing information for management.

Responsibilities include, but are not limited to
- Draft replies to customer complaints and enquiries; making effective decisions and taking any appropriate action. Ensure the message and quality of the response is correct, taking on board any changes or feedback from managers.
- Adopt Cleary DVSA values in written correspondence to ensure clear, concise and easily understandable responses are provided to customers.
- Liaise with colleagues from Corporate Office and Operational staff where necessary, identifying and avoiding reasons for escalations/ICA referral, and help to achieve the target of responding to 90% of correspondence within 10 working days.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

**Person specification**:
Excellent verbal and written communication skills are pivotal to this role to assist with the providing of guidance and robust recommendations to customers. Your exceptional engagement and relationship building skills will enable you to influence and challenge, but also support the work of the rest of the team when necessary.

You have exceptional decision-making skills and are able to quickly provide feedback based on evidence presented. You have effective planning, organising and time management skills. You have the ability to manage and filter your workflow, as well as organise and prioritise workload to maximise productivity.

You are someone who is passionate about delivering great customer service, you will be keen to contribute to the continual development and enhancement of the service provided.

**Working hours, office attendance and travel requirements**

Full time roles consist of 37 hours per week.

The expectation at present is a minimum of **60%** of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Occasional travel to other offices will be required, which may involve overnight stays.

**Visa Sponsorship**

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Managing a Quality Service
- Delivering at Pace
- Making Effective Decisions

**Benefits**:

- Alongside your salary of £25,159, Driver an