Customer Support Officer

Swansea, Swansea (Abertawe)
27 Sep 2021
10 Oct 2021
Contract Type



About the job 

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.

Customer Support Officer 

Salary: £21,841

Are you a great communicator who enjoys helping others?

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

If so, we would love to hear from you!

Job description

Our Customer Support Officers are passionate about providing excellent customer service in a fast-paced environment, whilst championing road safety. The role involves a combination of casework and customer support over the telephone. You will be responsible for answering inbound calls, providing our customers with support and information, and accurately updating databases, with the aim to resolve any queries at the first point of contact.

You will be the front-line support for customers, providing advice to the British public and supporting us to make safe and accurate medical licensing decisions ‘first time, every time’ to ensure driver safety.

Full training will be provided to develop you into a multi-skilled Customer Support Officer. Therefore, you don’t need any experience to join us, just a dedication to provide a high-quality service to the public.


Key accountabilities of the role include:

• To respond to enquiries from the public, investigate and resolve issues, complaints, and cases.
• Ensure that all information is captured in an accurate and timely manner on relevant systems and protect our customers personal data.
• To make medical licensing decisions in line with departmental guidance.
• Navigate and record information on multiple systems, whilst engaging with customers.

Please see the attached Role Profile for an in-depth view of the post.

Opening hours are between 8am and 7pm Monday to Friday, and 8am and 2pm on Saturdays, therefore various shifts will be available within these times. The initial training period will take place Monday to Friday. Due to the in-depth training and support you’ll be given, part time staff will be required to work full time during the training period, (approximately 6 - 8 weeks).

DVLA are following current government guidelines and as this role requires staff to carry out essential operational duties on site you will be required to attend the office. Due to the current and ongoing COVID-19 situation you will be expected to adhere to all safety measures that are in place whilst on site.

About You
We are looking for a team player with a passion for providing excellent customer service. You will need an adaptable and flexible approach to be able to adjust to business requirements when necessary.

To succeed in this role, you will have a strong attention to detail, good judgement and decision-making skills and will be confident multi-tasking, working with several IT systems simultaneously.

About Operational Delivery Profession

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’.

Technical skills

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

  • Resilience Framework - Optimism
  • Resilience Framework - Self-control
  • Resilience Framework - Handling Pressure


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

If you would like to read more about the great opportunities and benefits of working at DVLA visit our Careers website.

Things you need to know 

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Ability and Technical skills.

We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

After submission of the first stage of your application you will be invited to complete a Civil Service Casework Skills test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the test as soon as possible (within 24-48 hours is recommended). The closing date for the test is 23:55 on 10th October 2021. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

Assessments will be held from 20th October 2021.

This assessment will be conducted via a video call, details of which will be provided to you should you be selected for assessment.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

The selection process will be designed specifically for the role. As a result, your assessment could include:
• a telephone assessment

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

For further information on Success Profiles visit our Careers website.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email for assistance.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants Job contact : Name :   OCSD Recruitment Team Email :   Recruitment team : Email : Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here ( to visit Civil Service Commission

Attachments Role Profile Opens in new window(pdf, 205kB) Candidate Notes Opens in new window(pdf, 823kB) Resilience Behaviour Framework 2021 Opens in new window(pdf, 149kB)

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