Public Liaison Officer – Correspondence Management

Do you have exceptional communication skills and are not afraid to face challenges?

Have you worked in a correspondence/customer service based environment?

Have you managed a diverse range of people across multiple sites?

Are you someone who enjoys working collaboratively with different business areas?

Would you like the opportunity to work in an exciting, energetic work environment where no two days are the same?

If so, we have an exciting opportunity for a Public Liaison Officer to join us here at the DVSA, and we’d love to hear from you!

The Public Liaison Officer is responsible for managing the processing of responses to complaints received into the Agency about any of our business functions. They also manage the out-of-pocket expense claims processing in line with procedures. Accuracy and timeliness are important for both functions. 

In addition to this, the Public Liaison Officer might also be involved in handling FoI requests and Data Protection requests under the DP Act 2018 and GDPR.

Responsibilities include, but are not limited to;

• Manage the provision of responses to correspondence, ensuring that they are accurate and delivered in accordance with agreed timescales
• Ensure the right information is collection subject matter experts (SMEs) to enable the quick resolution of complaints
• Where necessary, draft accurate and concise draft responses to escalated complaints, and those involving senior stakeholders with support from SMEs within department timeframes.
• Liaise with colleagues and management team about casework as appropriate to improve the chances of early complaint resolution and avoid the escalation of complaints
• Manage staff over several sites in a joined up way to deliver consistent delivery responses
• Spot trends through database analysis, and work through solutions where required with other managers

For more information about the role and responsibilities please see the attached Candidate Pack.

We operate a hybrid working model with the expectation that you will spend a minimum 60% on a DVSA site or on official business giving you greater flexibility about where and when you work. DfT workplace attendance expectations were updated in recruitment campaigns on 17 November 2023.

To thrive in this role, you will have excellent oral and written communication skills with the ability to adapt your communication styles to your audience. You are a confident person who enjoys building solid relationships across all grades and those externally.

You will be passionate about fairness when making decisions, and willing to make difficult decisions and deal with challenges both internally and externally due to your actions. You have experience of managing and leading staff in delivering high quality, time driven, customer focused responses to complaints. 

You will embrace new knowledge and skills, and push yourself to utilise training experiences and others knowledge to successfully adapt your own current skills to this highly challenging role.

You are thorough and conscientious, remaining impartial to ensure the professional reputation of the agency. You have experience of resolving complaints or processing of high-level correspondence or appeal and/ or dispute resolution. 

You are a strong advocate for change and continuous improvement; recognising the benefits of promoting a change culture within your team. You will be willing to raise service standards and make decisions to improve your customer’s experience.

You will be goal-oriented with the ability to multitask efficiently and pay close attention to detail to ensure a high-quality outcome.

Additional Information

The role will require travel to the other main DVSA administrative sites for team meetings, training and cooperative working where required.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidate to be able to work at least 32 hours per week; ideally spread equally over five days. 

For this role you will be attached to one of our core locations in Swansea, Nottingham, Bristol, or Newcastle, where presence at one of these sites will form part of the working arrangements agreed with you. We operate a hybrid working model that allows you to work between home and office locations, giving you greater flexibility about where and when you work.

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.  

We’ll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Changing and Improving
• Working Together
• Leadership

• An environment with flexible working options where we encourage a great work-life balance.
• Exceptional pension with an employer contribution of an average of 27%.
• Generous Annual Leave – 25 days holiday, increasing by 1 each year of service, up to 30.
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Latest IT and Tech devices.
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
• Excellent learning and development tailored to your role including paid apprenticeships up to Masters level.
• Wide range of discounts schemes on high street names.
• Employee assistance program for health and wellbeing.
• Cycle to work scheme and Gym membership offers.
• For more information see visit our careers page

Job contact :

• Name : Suzanne Durrance
• Email : suzanne.durrance@dvsa.gov.uk

Recruitment team

• Email : dftrecruitment.grs@cabinetoffice.gov.uk