Contact Centre Advisor
About the job Summary
At DVLA, we encourage applications from everyone, particularly 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.
Contact Centre Advisor
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!
This is an exciting opportunity for hardworking individuals to join our vibrant Contact Centre. Your role as an advisor will be to answer inbound contacts, providing our customers with support, information and an outstanding service.
You will play a key role in being part of a team that works in a fast-paced environment, which will require you to use your multi-tasking skills. It is crucial that you are confident using IT systems, as you will need to navigate multiple systems on dual screens whilst answering customer queries. You will be the first point of contact for providing guidance, support and advice to the British public, and will be supporting us to get the right drivers and vehicles taxed and, on the road, as simply, safely and efficiently as possible.
Full training will be provided to develop you into a multi-skilled Contact Centre Advisor. 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, to aid accuracy and enforcement in line with Agency policy and legislation
• Provide and seek advice/information from relevant customers and/or stakeholders in a professional and timely manner
• Ensure that all information is captured in an accurate and timely manner on relevant systems
• Navigate and record information on multiple systems whilst engaging with customers.
For further information about the role, please refer to the role profile attached.
These opportunities will be available from January and based within one of our DVLA sites in Swansea.
The Contact Centre’s operating hours are between 8am and 8pm Monday to Friday, and 8am and 4pm on Saturdays. The initial training period will take place during Monday to Friday, 8am to 4pm. Due to the in-depth training and support you’ll be given, part time staff will be required to work full time hours during the training period which is approximately 6 - 8 weeks.
Following the initial training period, you will be expected to work a fixed shift until 8pm during Monday to Friday and until 4pm on Saturdays, for a period of up to 6 months, from which point you will be required to work a flexible shift pattern within these times. You will be allocated a day off during Monday to Friday if you work on a Saturday. Shifts are provided on a rolling weekly basis, 10 weeks in advance.
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.
We are looking for someone 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 complex information to enhance customer understanding. You take pride in completing your work to the highest standard and are resilient when managing a fast-paced workload.
You don’t need any formal qualifications or experience to join us, just a dedication and drive to provide a high-quality service to the general public. The Contact Centre actively encourages development and for staff to use and stretch the skills they have in order to support the business. If you can speak Welsh, you’ll also be able to answer calls on our Welsh language line.
We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have 6 staff network groups run by staff to support their colleagues: Freedom (LGBT), Ability (Disabilities), Gender Equality, Unity (Ethnicity), Mental Health Network and Carers Support Network.
If you are interested in the role but would like to find out more information, please see our Candidate Information Booklet which can be found at the bottom of this advert.
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’.
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 Security
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 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 Judgement 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 1st December 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 14th December 2021.
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.
This assessment could be conducted via a video call, details of which will be provided to you should you be selected for assessment.
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
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 DRGComms@dft.gov.uk for assistance.
Feedback will only be provided if you attend an interview or assessment.
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
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
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Contact point for applicants Job contact : Name : OCSD Recruitment Email : CCFTARecruitment@dvla.gov.uk Recruitment team : Email : firstname.lastname@example.org 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: email@example.com If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here (https://civilservicecommission.independent.gov.uk/) to visit Civil Service Commission