Contact Centre Advisor

At the Driver and Vehicle Licencing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.  

Are you an excellent communicator who enjoys helping others?

Do you love working as part of a team, bringing an enthusiastic approach every day?

Would you like to make a difference by supporting customers across the UK?

If so, then we’d love to hear from you! 

If you would like to find out more about the role and what it’s like to work at the DVLA Contact Centre, register to join one of our webinar sessions below:  

Wednesday 1st November – 12:00 – 13:00 Register here

Once you have registered, you will be emailed with a link to the session – don’t forget to check your junk mail.

This is an exciting opportunity for hardworking individuals to join our Contact Centre, where we are passionate about providing excellent customer service in a fast-paced environment, whilst championing road safety. Located in Birmingham City Centre, which is near 2 railway stations, your role as an advisor will be to answer inbound customer queries, providing our customers with support, information and an outstanding service. The role does not involve any sales or cold calling. 

You will play a pivotal role in being part of a supportive and welcoming team environment. You will be coached to develop innovative customer service skills and techniques, combined with a requirement to utilise a range of multi-channel services in a fast paced environment. It is crucial that you are confident using IT systems, as you will need to navigate multiple systems on dual screens whilst answering customer queries. You will be the first point of contact for providing guidance, support and advice to the British public, and will be supporting us to get the right drivers and vehicles taxed and, on the road, as simply, safely and efficiently as possible.

You don’t need any previous experience or qualifications to join us, but we are looking for hardworking and resilient team players who are enthusiastic and genuinely want to support our customers with their needs.

Responsibilities

Key accountabilities of the role include: 

• To support customers with their needs by being proactive and confident in your approach. Providing customers with tailored information in line with Agency policy and legislation.
• To keep our customer’s data secure by capturing information in an accurate and timely manner on relevant systems.
• Navigate and record information on multiple systems whilst engaging with customers, maintaining consistency and remaining engaged.
• To be self-motivated and able to work well in a team environment, listening to views of others and trying to see issues from the perspective of others. 

For further information about the role, please refer to the role profile attached. 

Additional Information

This role will require you to work on-site at our Birmingham office.

Whether you’re looking for full or part time hours we offer a variety of working patterns, allowing you to select an option which complements your lifestyle. However, whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidates to be able to work at least 25 hours per week.

We will make every effort to onboard successful candidates sooner pending pre-employment check timescales.

Opening hours are between 8am – 7pm Monday to Friday, and 8am – 2pm on Saturdays, therefore various shifts will be available within these times. 

You will be expected to work full time hours during the initial training period (up to 8-10 weeks) which will generally take place Monday to Friday, (between the hours of) of 8am and 6pm.

We are looking for a team player with a passion for providing excellent customer service. You will need an adaptable and flexible approach to be able to adjust to business requirements when necessary. 

To succeed in this role, you will have a strong attention to detail, good judgement and decision-making skills and will be confident multi-tasking, working with several IT systems simultaneously.  

Customer facing roles in DfT require the ability to converse with members of the public and provide advice in accurate spoken English. 

This will be assessed during the selection process. Please refer to the English Language Code of Practice for more information. 

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues. 

About Operational Delivery Profession 

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services. 

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months. 

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

• Resilience Behaviour Framework – Self Control

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. 

• Best in class learning and development tailored to your role  
• An environment with flexible working options where we encourage a great work-life balance 
• Generous average employer contribution of 27%, depending on rate of salary and chosen pension scheme 
• 25 days holiday, increasing by one day each year up to 30 days pro rata 
• Access to the staff discount portal 
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff   

There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.   

Job contact :

• Name : OCSD Recruitment Team
• Email : CSRBirmingham3@dvla.gov.uk

Recruitment team

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