Customer Service Centre Agent

Job summary

Do you have exceptional communication and customer service skills?

Would you embrace the opportunity to make an impact on road safety and contribute to a safer, greener future?

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:Driver and Vehicle Standards Agency - Department for Transport Careers

Job description

The role holder will provide a high-quality support, advice and guidance service to both internal and external customers, ensuring professional and effective customer engagement. They will contribute to the improvement of road safety, environmental standards and the reduction of vehicle crime by delivering accurate information, resolving queries and supporting the consistent application of relevant policies, procedures and legislation. Through building positive relationships and maintaining a customer-focused approach, they will help achieve organisational objectives while promoting trust, compliance and continuous improvement.

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

• Handle inbound customer contact consisting of telephone calls and e-mail correspondence
• Deliver a consistent and productive service to both internal and external customers.
• Support the promotion of DVSA’s digital services
• Use judgement to action DVSA/customer requirements in line with current procedures and practices
• Ensure all administrative work is completed and recorded accurately
• Use information resources to support customer service
• Keep up to date with current procedures and practices
• Work effectively as part of a team, participate in team meetings and contribute towards staff engagement plan
• Promoting and respecting team working ethics by building good working relationships using co-operation and discussion
• Execute own responsibilities effectively and in line with DVSA policies and processes, ensuring that daily tasks and activities are delivered against agreed objectives.

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

Required experience:

To be successful in this role you will need to have the following experience:

• Good written and communication skills
• Ability to handle challenging enquiries
• Basic computer literacy skills e.g. keyboard, word processing skills and Microsoft applications
• Prioritise workloads to aid productivity
• Manage time effectively

Additional Information

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

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.

Travel to other offices may be required, which could involve overnight stays.

Successful candidates will need to undergo significant training and will be required to fully attend the office 100% during this training period (minimum 12 weeks).

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Benefits

Alongside your salary of £26,607, Driver and Vehicle Standards Agency contributes £7,708 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• 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).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our can