Customer Service Centre Agent Newcastle upon Tyne, England
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About the job
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Location
About the job
Job summary
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.
Are you an excellent communicator who enjoys helping customers over the phone?
Do you enjoy working as part of team, bringing an enthusiastic approach every day?
Is delivering great customer service important to you?
If so, this is an exciting opportunity for you to join our team as our Customer Service Centre Agent and we’d love to hear from you!
For more information on Customer Service Centre Roles - please follow this link Customer Service Centre Roles - Department for Transport Careers (dft.gov.uk)
Job description
In our CCA Accredited Contact Centre, 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 play a key role in being part of a team that works in a fast-paced environment, which will require you to use your multitasking skills when assisting our customers. You will be the first point of contact for providing guidance, support and advise to both our internal and external customers. You will be contributing to the improvement in road safety, environmental standards and reducing vehicle crime.
Responsibilities include, but are not limited to:
Handling inbound customer contact consisting of telephone calls and email correspondence
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Delivering a consistent and productive service to both internal and external customers
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Ensuring all administrative work is completed and recorded accurately
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Using information resources to support customer service
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Working effectively as part of a team, participating in team meetings and contributing towards staff engagement plan
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Promoting and respecting team working ethics by building good working relationships using co-operation and discussion
- Ensuring good relations and communications with all members of the team and responding politely and in a timely fashion to internal and external customers
Person specification
About You
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.
You are proactive in keeping up to date with procedures and processes, ensuring that your work is accurate and kept in line with the agency’s practices.
About Us
The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain's roads.
We do this by helping people through a lifetime of safe driving, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
Our work affects millions of people and thousands of businesses. Most importantly, our work saves lives.
We're an innovative organisation that values professional expertise. We invest in our people and champion inclusive and diverse teams. And we make sure colleagues have the skills to meet the needs of Britain’s road users.
If you want to read more about the Customer Service Centre Role - please follow this link Customer Service Centre Roles - Department for Transport Careers (dft.gov.uk)
Diversity: Our vision is to support and develop everyone who chooses to work for us. We care deeply about diversity and equality. And we create a positive culture that’s friendly, welcoming, respectful and full of opportunities for professional and personal development.
Behaviours
We'll assess you against these behaviours during the selection process:
- Delivering at Pace
- Working Together
- Changing and Improving
Benefits
If you would like to read more about the great opportunities and benefits of working at DVSA visit our Careers website.
Things you need to know
Selection process details
How to Apply
As part of the application process you will be required to provide a personal statement. Further details around what this will entail are listed on the application form.
For your personal statement, please demonstrate your experience of the following:
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When you have used your written and verbal communication skills to deliver a key message
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Handled a challenging enquiry
- Prioritised workloads to aid productivity
Your personal statement will be limited to a maximum of 750 words.
Interviews are likely to be held from 11th April 2023.
This interview could be conducted via a video interview, 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.
We’ve designed the selection process specifically for this role. So 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 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 visit our Careers website.
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.
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
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.
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
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
