Customer Service Centre Agent

Are you someone who prides themselves on being able to deliver excellent customer service?

Do you work well in a team and have an enthusiastic approach to everything you do?

If you can answer yes to the above then you are the type of person we are looking for!

Situated in the popular SA1 area our Customer Service Centre and Agents are the key point of contact in the Driver and Vehicle Standards Agency (DVSA).

Watch Lucy talk about what it's like to work at the Driver and Vehicle Standards Agency.

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 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.

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.

Some of the responsibilities of the role include:

• Administration and processing of vehicle test applications and the issuing of certificates as and when necessary
• Process telephone bookings, amendments and cancelations for a range of test applications and take appropriate credit card payments
• Managing your own time and ensuring that all your administrative work is completed and accurately recorded
• Keeping up to date with current procedures and legislative requirements to be able to provide customers with the most accurate information
• Ensure adherence to DVSA policies including Health and Safety, IT and data handling

As we are based in Wales we would welcome applications from fluent Welsh speakers.

Whilst this role is on a fixed term basis there may be the possibility of the role being made permanent.

For further details about the role we would really encourage you to read the role profile attached to this advert.

About you

You will be an excellent communicator and have outstanding interpersonal skills to be able to build rapport with others. You will be confident and professional with the ability to handle challenging enquiries from customers.

You must possess basic computer literacy skills and be a proactive person to manage your time effectively. You should also have experience in a customer facing environment with superb customer service skills.

About us

We can proudly announce that the Department for Transport has been recognised for its leadership on workplace gender equality by being included in The Times Top 50 Employers for Women 2017.

DfT's inclusion is recognition of our commitment to make the Department a great place to work through our culture of equality and inclusivity and the great strides we've made to raise the number of women in senior positions.

The work that we do affects everyone in Great Britain. We are responsible for improving road safety and setting the standards for driving and compliance.
We ensure that the public understands and follows these standards through education, testing and, when required, enforcement action.

By joining us you will be working for an employer who makes a real difference to road safety across Great Britain.

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
How to apply

Please enter your details using the 'apply now' option.

Once you have submitted your application you will then receive a link to complete the next stage of the application process which is a Situational Judgement Test (SJT).

The SJT link will be issued via email on 01/11/2017

Deadline for completion of SJT is 23:59pm 07/11/2017

Please remember to check your junk email for the link as we don't want you to miss out on this opportunity!

If invited to interview, this may consist of a range of question types. These could include questions about your strengths or how you would respond in any particular situation as well as specific examples of things you have done.
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.