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Public Liaison Administrator (Correspondence Handling)

Employer
Department for Transport
Location
Bristol, Nottingham, Newcastle
Salary
£21,841
Closing date
5 Jun 2022

Job Details

Do you have effective planning, organising and time management skills?

Do you feel comfortable using your own initiative to make key decisions?

If so we have an exciting opportunity for 2 Public Liaison Administrator's to join us at Driver and Vehicle Standards Agency, and we would love to hear from you!

Job description

This fast-paced role requires you to assess, log and investigate complaints and enquiries before drafting a quality reply to prevent escalations; processing refunds, rebooking tests where necessary so good verbal and written communication skills are essential. You will be given the autonomy to manage your own workload and liaise with different departments and test centres.

You will be a strong team player and be expected to attend team meetings and contribute to the staff engagement plan where possible; working closely with colleagues in a team environment to ensure that a consistent level of service is delivered, looking for continuous improvement opportunities.

Responsibilities

Responsibilities include, but are not limited to:

• Ensure department replies to all correspondence within agreed deadlines and to the correct standard.

• Analyse and collate information provided by the subject matter expert (SME), ensuring that responses are accurate, and information is handled appropriately and securely.

• Draft replies to customer complaints and enquiries, making effective decisions and taking any appropriate action.

• Log and process out of pocket expense claims, with regard for customer service.

Please refer to the Candidate Pack attached to this advert for a more detailed overview of the role and responsibilities.

About you

To be successful in this role you will need strong communication skills, both verbal and written to be able to liaise regularly with the public. You will have good decision-making skills to decide how to proceed with complaints.

You will have basic knowledge of IT systems including all Microsoft Office packages and be able to draft quality responses. Also, you will be a team player who enjoys collaborating with others in the team and sharing knowledge and lessons learnt. We are looking for someone with effective planning, organising and time management skills to work autonomously in this role and work off their own initiative.

Additional information

Please note that some travel might be required to other DVSA buildings in either Nottingham, Bristol or Newcastle. This would be planned with you and scheduled in advance.

Company

Transport matters – what we do matters.

Transport touches the lives of everyone in the country. Across road, rail, air, sea and space, our transport networks affect homes, businesses, schools, hospitals and more. It’s how we deliver goods to our shops, get people to work and reunite with our loved ones. Our staff know how important their work is and how they fit in.

 

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