Contact Centre Advisor Swansea, Wales
Job description
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Operational Delivery
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Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
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.
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!
If you would like to find out more about the role and what it’s like to work at the DVLA Contact Centre, register to join one of our webinar sessions below:
Tuesday 30 May 18:00 – 19:00 – Register here
Thursday 1 June 12:00 – 13:00 – Register here
Once you have registered, you will be emailed with a link to the session – don’t forget to check your junk mail.
Job description
This is an exciting opportunity for hardworking individuals to join our award winning Contact Centre. Located in Swansea Vale, your role as an advisor will be to answer inbound customer queries, providing our customers with support, information and an outstanding service. The role does not involve any sales or cold calling.
You will play a pivotal role in being part of a supportive and welcoming team environment. You will be coached to develop innovative customer service skills and techniques, combined with a requirement to utilise a range of multi-channel services in a fast paced environment. 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.
You don’t need any previous experience or qualifications to join us, but we are looking for hardworking and resilient team players who are enthusiastic and genuinely want to support our customers with their needs.
For more information on who we are, what we do and to hear from colleagues who work in our award winning Contact Centre please visit our DfT Careers website.
Responsibilities
Key accountabilities of the role include:
- To support customers with their needs by being proactive and confident in your approach. Providing customers with tailored information in line with Agency policy and legislation.
- To keep our customer's data secure by capturing information in an accurate and timely manner on relevant systems.
- Navigate and record information on multiple systems whilst engaging with customers, maintaining consistency and remaining engaged.
- To be self-motivated and able to work well in a team environment, listening to views of others and trying to see issues from the perspective of others.
For further information about the role, please refer to the role profile attached.
Additional Information
These opportunities will be available from August 2023. We will make every effort to onboard successful candidates sooner pending pre-employment check timescales.
The Contact Centre’s current operating hours are between 8am and 7pm Monday to Friday and 8am and 2pm on Saturdays. The initial training period (up to 8 weeks) will generally take place during Monday to Friday, 8am to 4pm although we are open to discussions regarding flexibility within consecutive working days and hours.
Following the initial training period you will work a flexible shift pattern within the hours of 8am and 7pm Monday to Friday, and 8am and 2pm on Saturdays. A standard full time employee will work 8 hours over 4 days and 5 hours 1 day.
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, 11 weeks in advance.
Whether you’re looking for full or part time hours we offer a variety of working patterns, allowing you to select an option which complements your lifestyle.
Person specification
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.
The Contact Centre actively encourages development and for all colleagues to use and stretch the skills they have in order to fulfil their potential and support the business. If you can speak Welsh, you’ll also be able to answer calls on our Welsh language line.
Customer facing roles in DfT require the ability to converse with members of the public and provide advice in accurate spoken English. This will be assessed during the selection process. Please refer to the English Language Code of Practice for more information.
If you are interested in the role but would like to find out more information, please visit our DfT Careers website.
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 a number of staff network groups run by staff to support their colleagues.
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.
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.
Technical skills
We'll assess you against these technical skills during the selection process:
- DVLA Contact Centre Resilience Behaviour Framework - Self Control
Benefits
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
Selection process details
How to Apply
Following your application all candidates who apply will be invited to attend a telephone assessment. This will be conducted at one of our offices, details of which will be provided to you.
Telephone assessments will be held on the 22nd, 23rd, 24th and 25th June 2023.
This assessment will be conducted on site, details of which will be provided to you.
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 will include:
- 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.
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.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How we hire page of our DfT Careers website.
Before submitting your application, we encourage you to visit our Recruitment in detail page of the DfT Careers website. You will find detailed information about the entire recruitment process and what to expect when applying for a role in 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 [email protected] for assistance.
Feedback will only be provided if you attend an interview or assessment.
Security
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) (opens in a new window)
- 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
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).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
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