DfT/287/17/DVSA. Customer Support Representative - Apprenticeship
- Recruiter
- Driver and Vehicle Standards Agency
- Location
- Newcastle Upon Tyne
- Salary
- Competitive
- Posted
- 22 Apr 2017
- Closes
- 26 Apr 2017
- Sectors
- Apprenticeships
- Contract Type
- Contract
- Hours
- Full Time
The current location is Eastgate House, Manors, NE1 6PB, we will be moving location in late 2017 to Lightbox, Quorrum Business Park, NE12 8BW.
Do you want expert training, a chance to earn while you learn, and a lifetime of possibilities?
When joining the Driver & Vehicle Standards Agency as an apprentice you get more than just an education, you will gain skills that can set you up for life.
We invest a lot in our apprentices because we want you to be the future of our business.
As a Customer Support Representative, you will provide an efficient and quality service to all customers.
Role responsibilities will include:
• Handling inbound customer contact consisting of telephone calls and e-mail correspondence
• Delivering a consistent and productive service to both internal and external customers
• Supporting the promotion of DVSA's digital services
• Using judgement to action DVSA/customer requirements in line with current procedures and practices
• Work effectively as part of a team, participate in team meetings and contribute towards staff engagement plan
• Promoting and respecting team working ethics by building good working relationships using co-operation and discussion
• Demonstrate leadership by striving to achieve one contact resolution for customers
• Take ownership for work and manage customer expectations
• Liaising with relevant internal departments to ensure customer needs are met
• Ensuring good relations and communications with all members of the team and responding politely and in a timely fashion to internal and external customers
• Supporting the department by contributing towards the staff engagement plan
Essential requirements:
You will have good written and communication skills, the ability to handle challenging enquiries and be able to prioritise workloads to aid productivity and manage your time effectively.
The successful candidate will be working towards a NVQ Level 2 Customer Service.
You should use the Civil Service Competency Framework, referring to the relevant competency definitions for the grade advertised.
The Indicators listed on the attached document have been identified as most appropriate; please ensure that the evidence in your application meets the requirements of the role.
The post is offered on a Fixed Term contract for 2 years with a possibility of permanency.
Competencies
We'll assess you against these competencies during the selection process:
Managing a quality service Seeing the big picture Leading and communicating Collaborating and partnering Delivering at pace Making effective decisions
You must provide evidence against the following on your application form:
Managing a quality service Seeing the big picture Leading and communicating
Civil Service Competency Framework
Benefits
Pensions
Civil Service pension schemes may be available for successful candidates.
Benefits
Besides the rewarding nature of the job itself, the benefits that come with it are excellent.
The package includes generous leave entitlement, attractive pension options, flexible working and other policies to enable a good work/life balance, including beneficial childcare arrangements.
You'll also benefit from our commitment to nurturing and developing talent.
Things you need to know
Security
Successful candidates must pass basic security checks .
Nationality statement
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules .
If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.
Selection process details
Feedback will only be provided if you attend an interview or assessment.
Nationality requirements
Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .
Eligibility
Candidates in their probationary period are eligible to apply for vacancies within this department.
Working for the Civil Service
The Civil Service Code 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 .
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
Salary: GBP16,684. Date posted: 21/04/2017