Customer Service Centre Agent

Are you someone who prides themselves on being able to deliver first class customer service?
Do you have excellent interpersonal skills?
Would you like the opportunity to be part of a department that advocates development?
If this sounds like you, then please apply! We can’t wait to hear from you!
Working within our Customer Service Centre provides opportunities to grow and develop, our managers motivate their teams to succeed by creating a positive working environment and we enable our staff to feel a sense of ownership.
We promote internal progression and work closely with local colleges to offer a range of qualifications such as National Vocational Qualification (NVQ) and Institute of Leadership & Management (ILM) courses.
We love nothing more than to contribute towards the development of our workforce., + You will be providing quality support, advice and guidance to both internal and external customers, contributing to improvement in road safety, environmental standards and the reduction of vehicle crime.
+ You will handle inbound and outbound customer contact which includes phone calls and email correspondence whilst using our IT systems to record critical information. You will be working in a fast-paced environment which will require you to be multi skilled when helping our customers.
+ You will provide cover on a rota basis, which is currently between 07:30 am to 18:00 pm Monday to Friday, to support your colleagues and deliver a high level of service to our customers.
Responsibilities include, but are not limited to;
+ Handling inbound and outbound customer contact including phone calls and email correspondence relating to all aspects of testing, enforcement and related matters.
+ Adhering to current legislation and processes to provide first point of contact customer resolution.
+ Administration and processing of Scheme and non-Scheme related applications including telephone, email and white mail requests, booking amendments, take credit card payments and issuing certificates as and when necessary.
+ Assisting with general administration duties.
For more information about the role and responsibilities please see the attached candidate pack., This role is based in Swansea, your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.
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 22.5 hours per week.
Full training is provided with the expectation for successful candidate to work full time through the training period. Training duration is from 2-6 weeks. The training is delivered in a face to face environment at The Ellipse, Padley Rd, St Thomas, Swansea SA1 8AN.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.
About Us
The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably.
We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
We’re working hard to:
+ make roads safer
+ improve services for our customers
+ make road transport greener and healthier
+ harness the potential of technology and data
+ grow and level up the economy
We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.
We pride ourselves as being an employer of choice and welcome and encourage applications from everyone, such as ethnic minorities, women, disabled people and those who identify as LGBT+.
To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website.

Behaviours
We'll assess you against these behaviours during the selection process:
+ Making Effective Decisions
+ Delivering at Pace
+ Communicating and Influencing, The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate 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.
You can read more about Success Profiles here.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes., Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

+ We are looking for someone with superb written and verbal communication skills and is passionate about providing an excellent service to our internal and external customers.
+ You take pride in completing your work to the highest standard, managing a sometimes demanding workload where you need to prioritise tasks to make sure you meet targets.
+ You enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same.
Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship., + Your experience of written and verbal communication skills in delivering a key message.
+ Your experience of having handled a challenging enquiry with sensitivity.
+ Your experience of having managed your time effectively.

+ An environment with flexible working options where we encourage a great work-life balance
+ Exceptional pension with an employer contribution of an average of 27%
+ Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30
+ 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
+ Latest IT and Tech devices
+ A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
+ Excellent learning and development tailored to your role including paid apprenticeships up to Masters level
+ Wide range of discounts schemes on high street names
+ Employee assistance program for health and wellbeing
+ Cycle to work scheme and Gym membership offers, Please note you can use any previous work or life experience to provide examples for the personal statement.
The selection process will be designed specifically for the role. As a result, your assessment will include:
+ An interview.
You’re encouraged to become familiar with the candidate pack as you may be assessed against any of the criteria recorded within.
The sift is due to take place on 28th & 29th May 2024.
Interviews are likely to be held from 10th June 2024.
This interview will be conducted at our office in Swansea, details of which will be provided to you should you be selected for interview.
We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.