Customer Service Centre Agent Newcastle upon Tyne, England
Job description
Details
Reference number
Salary
Job grade
Contract type
Loan
Length of employment
Business area
Type of role
Contact Centre
Operational Delivery
Working pattern
Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
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!
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 through various communication channels which may include telephony, email and chat
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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
Please see the attached candidate pack for further details.
Person specification
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.
Additional Information
You must be willing to work flexibly around the needs of DVSA to provide cover to all customer groups.
This post is offered on a Fixed Term Appointment (FTA) basis to complete a finite piece of work. However, there could be potential of permanency.
Permanent Civil Servants will not be expected to change their employment status from permanent to fixed term appointment.
Internal applicants will be appointed on inward loan and subject to the terms of the agreed inward loan agreement. The expectation is that you will return to your previous post at the end of the loan period, which will need to be agreed with your line manager in advance.
If you're employed by a non-departmental public body (NDPB) by moving jobs this will involve a change of employer and you may break the statutory rules on continuity of employment.
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.
Visit the Department for Transport careers website to read more about the great opportunities and benefits of working at DVSA.
Behaviours
We'll assess you against these behaviours during the selection process:
- Working Together
- Delivering at Pace
- Changing and Improving
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 DVSA visit our Careers website.
Things you need to know
Selection process details
The sift is due to take place 26th May 2023.
Interviews are likely to be held week commencing 12th June 2023.
This interview will 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.
How to Apply
As part of the application process you will be asked to complete 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:
- When you have used your written and verbal communication skills to deliver a key message
- Handled a challenging enquiry
- Prioritised workloads to aid productivity
- Experience in a customer facing environment.
Your Personal Statement will be limited to a maximum of 750 words.
The selection process will be designed specifically for the role. As a result, your assessment will include:
- An interview
If you would like to find out more about what it’s like to work for DVSA and how to apply, we will be holding virtual sessions to find out more. Please click here to secure your place at one of our upcoming events.
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.
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
