Summary

We welcome applications from every part of the community and we don’t discriminate against any gender identity. We’re especially interested to hear from underrepresented groups in the DfT such as gender diverse, BAME, LGBT+ and disabled candidates.

Are you passionate about providing phenomenal service?

Can you use your excellent interpersonal skills to effectively engage with others?

Would you be described as a good team player?

If so, we have a great opportunity for a hardworking and driven individual to join our busy team, and we’d love to hear from you!

Job description

Your main responsibility will to be generate and issue road freight surveys to our hauliers, sending reminders when required and ensuring you remain professional and diligent to our clients. You will process, capture and enter data manually of your findings into our bespoke database. Using your initiative to investigate any incomplete or logical errors, raising them to senior management if and when required.

You will play a key role of being the key contact for customers, receiving and making outbound calls to clients to clarify any information and answer queries. As part of this role you will supervise and respond to queries in our shared mailbox, ensuring you answer all queries within a specific time frame. Alongside this, you will play cover our rota for receiving and sending mail.
 

Responsibilities

Roles and Responsibilities

- Generating and issuing of surveys and sending first and second reminders

- Processing and capturing data manually from surveys using a bespoke database, investigating incomplete or logical errors identified

- Acting as first response to all telephone enquiries, answering all calls to the helpline quickly and expertly

- Processing 100% of received survey forms within 5 days of receipt and 95% of these forms with no errors

- Proactively use the telephone for outbound calling to clients to clarify irregularities on Surveys received ensuring accurate data is collected

For a full list of responsibilities please refer to the role profile

Additional Information

Due to COVID-19 we are currently working remotely, if successful at interview you will be provided with equipment to carry out your duties.

There will be an opportunity for you to travel to our other offices once normal service resumes. This is not mandatory and you will be provided notice of this.
A statutory Code of Practice on the English Language requirement of Public Sector workers came into force on 21st November 2016. As a result, all customer facing roles in the Department for Transport require the ability to converse with members of the public and provide advice in accurate spoken English (or Welsh where necessary). All customer facing staff are required to be able to express themselves fluently and spontaneously, almost effortlessly, and only a conceptually difficult subject can hinder a natural smooth flow of language. Your spoken and written English ability will be assessed at interview, and only applicants who meet these requirements will be considered for this role.

About you

To become successful in the role, you will need to have excellent interpersonal skills. Enabling you to tailor your communication style to suit your audience, ensuring your message is clear and understood.

You are someone who is passionate about delivering excellent customer service, raising service standards ad be willing to make decisions to improve your skills.

You enjoy working alongside others, focusing on achieving your own objectives but also love supporting others to do the same.

About us

Our mission at the Department for Transport is ‘connecting people and places’. Everything we do to achieve this is reinforced by our values:

- Confidence: to challenge, to take action, to innovate

- Excellence: in our professionalism, in our delivery, in our learning

- Teamwork: we are inclusive, we collaborate, we support each other

These values define the kind of organisation we want to be – delivering for today whilst being ambitious for tomorrow.

We embrace diversity and celebrate our differences. Everyone is involved in making DfT an inclusive and great place to work. We actively promote a flexible approach to working whilst giving our staff opportunities to maximise their skills and achieve their full potential.

We are different people, one team.