Stakeholder Correspondence Officer

Job summary

Can you manage multiple priorities while delivering accurate, high-quality customer service in a fast-paced environment?

Do you have experience handling complex customer enquiries and building positive relationships with a range of stakeholders?

If so, we'd love to hear from you!

The Stakeholder Correspondence Officer will work in the National Standards and Accreditation Team. They will be responsible for providing an efficient, effective service working with the UK’s vocational driver training industries (Driver CPC/Dangerous goods/Drink Drive Rehabilitation). They will answer queries and work to support the team’s operational objectives and compliance programme via the administration of auditor documents and competing uploading and inputting tasks. They will take payments for services across all schemes the team oversees, deal with correspondence, update digital content and input Driver CPC course to a centralized IT system.

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

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

• Work with the Stakeholder Correspondence Manager to deliver a high standard of customer service by responding to emails and telephone call from the public, the training industry and large vehicle operators.
• Manage a number of inboxes for various scheme and deal with postal correspondence if relevant based on working location.
• Acknowledge and upload complaints to Microsoft Dynamics CRM database and forward to relevant colleagues.
• Create and issue stage 3 escalation letters, uploading correspondence to support compliance processes.
• Upload auditor documents to website in timely manner to ensure important compliance activities can take place effectively.
• Input course approvals to Recording and Evidencing system with a high degree of accuracy.
• Take payments from the public and industry for courses, approvals, exams and other as required to support the smooth running of the driver training schemes that the branch oversees. Work with finance team to reconcile and ensure accuracy.

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

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

• Knowledge of best practice for driver training and experience dealing with external customers/stakeholders and maintaining fruitful relationship with them.
• Experience of dealing with complex and varied customer complaints and enquiries as well as dealing with phone calls.
• Ability to juggle multiple priorities and deadlines, refocussing as required at short notice.
• Experience of maintaining accuracy in your work and high level of attention to detail.

Additional Information

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

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.

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.

Behaviours

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

• Making Effective Decisions
• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service

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.

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