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About the job
Job summary
Are you someone who prides themselves on being able to deliver first class customer service?
Do you enjoy working as part of team, bringing an enthusiastic approach every day?
Would you like the opportunity to be part of a department that champions development?
If this sounds like you, then please apply! We cant wait to hear from you!
Job description
Working within our Customer Service Centre provides opportunities to grow and develop, our managers motivate their teams to succeed by creating a positive working environment. We enable our staff to feel a sense of ownership and support them with internal progression.
We love nothing more than to contribute towards the development of our workforce.
In role you will provide 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 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.
You will provide cover on a rota basis, which is currently between 08:00 am to 18:00 pm Monday to Friday, to support your colleagues and deliver a high level of service to our customers.
Responsibilities include, but are not limited to;
- Handling inbound and outbound customer contact including phone calls and email correspondence.
- Using judgement to action DVSA and Customer requirements in line with current procedures and practices.
- Ensure all administrative work is completed and recorded accurately.
- Keep up to date with current procedures and practices.
- Work effectively as part of a team, participate in team meetings and contribute towards staff engagement plan.
- Where necessary work in collaboration with colleagues across all functions for the good of DVSA and to create a high performing and well respected Agency.
For more information about the role and responsibilities please see the attached Candidate Pack.
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.
Additional Information
Whilst we accommodate a hybrid working model, for your first two months, 100% of your time will be spent in our office. Once you have successfully completed two months and passed the requirements, you will be able to utilise our hybrid working model explained below.
This role is based in Newcastle your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our current expectation is that you will spend a minimum 50% of your time at your base location. Visits to other DVSA sites or work locations count towards the 50%. Please be aware there is a Civil Service wide expectation to increase office attendance to 60% and we are working on our implementation plan
Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
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.
Were 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
Were 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.
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.
Behaviours
We’ll assess you against these behaviours during the selection process:
Benefits
- 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 Kings 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
Things you need to know
Selection process details
The sift is due to take place on 16th and 17th January 2024
Interviews are likely to be held on w/c 29th January 2024
This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.
Well try to meet the dates weve set out in the advert. But there may be occasions when these dates will change. Well 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.
For your personal statement, please provide detailed evidence 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
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 its 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.
Youre encouraged to become familiar with the candidate pack attached, as you may be assessed against any of the criteria recorded within.
Should a large number of applications be received, an initial sift may be conducted. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
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.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.
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. You can find detailed information about the recruitment process and what to expect when applying for a role.
Pre-employment Checking
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 applicants 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
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
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Contact point for applicants
Job contact :
- Name : Catherine Hobbs
- Email : catherine.hobbs@dvsa.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
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
