Contact Centre Advisor

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

- 427101

**Salary**:

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

GBP

**Job grade**:

- Administrative Officer

**Contract type**:

- Permanent

**Business area**:

- DVLA - Operations and Customer Service Directorate - Contact Centre

**Type of role**:

- Contact Centre
Operational Delivery

**Working pattern**:

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

**Number of jobs available**:

- 50

**Contents**:

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

**Location**:

- Birmingham

**About the job**:
**Job summary**:
Are you an excellent communicator who enjoys helping others?

Do you love working as part of a team, bringing an enthusiastic approach every day?

Would you like to make a difference by supporting customers across the UK?

If so, then we’d love to hear from you

The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.

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 Driver and Vehicle Licensing Agency - Department for Transport Careers

**Job description**:
This is an exciting opportunity for hardworking individuals to join our Contact Centre. Located in Birmingham City Centre, which is near 2 railway stations, your role as an advisor will be to answer inbound customer queries, providing our customers with support, information, and an outstanding service.

The role does not involve any sales or cold calling.

You will be the first point of contact for providing guidance, support, and advice to the British public, supporting us to get the right drivers and vehicles taxed, and on the road, as simply, safely, and efficiently as possible.

Your responsibilities will include, but aren’t limited to:

- To deliver excellent customer service, through a variety of customer channels (telephony, multi-channel, wider operational functions) by investigating and resolving customer issues, complaints, cases, and processing customer payments in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation.
- To provide and seek advice/information from relevant customers and/or stakeholders to ensure swift resolution to enquiries/complaints.
- To work well with colleagues, listen to the views of others and try to see issues from other’s perspectives, continuing to develop and take on board feedback to continuously improve.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

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.

**Webinar Sessions**:
If you would like to find out more about the role and what it’s like to work at the DVLA Contact Centre, register to join one of our webinar sessions below:
Monday 22 September 12pm - 1pm Session 1:
Wednesday 24 September 6pm - 7pm Session 2:
This is a fantastic opportunity to be part of a vibrant department that will help grow your skills and experience and support your continuous development.

**Person specification**:
Required experience:
To be successful in this role you will need to have the following experience:
We are looking for people with strong communication skills who are passionate about providing an excellent service to our customers. You can adapt your approach to suit individual customer needs and break down information to improve the customer understanding. You take pride in completing your work to the highest standard and are resilient when managing a fast-paced workload.

It would be beneficial if you are confident using IT systems, as you will need to navigate multiple computer systems on dual screens whilst answering customer queries.

You don’t need any previous experience or qualifications to join us, we are looking for hardworking and resilient team players, who are enthusiastic and genuinely want to support our customers with their needs.

**Additional Information**

Customer-facing roles in DfT require the ability to converse with members of the public and prov