Contact Centre Telephony Advisor - Swansea

This is an exciting opportunity for hardworking individuals to join our Contact Centre. Located in Swansea Vale, Llansamlet, the role is that of an advisor who will answer inbound customer queries, providing support, information and an outstanding service. The role does not involve any sales or cold calling.

You will play a pivotal role in a supportive and welcoming team environment and will be coached to develop excellent customer service skills and techniques, combined with a potential requirement to utilise a range of multi‑channel services such as email, webchat and phone in a fast‑paced environment. You will be the first point of contact for providing guidance, support and advice to the British public, helping to get the right drivers and vehicles taxed in the most simple, safe and efficient way possible.

Your responsibilities will include, but aren’t limited to:

• Delivering excellent customer service across a variety of customer channels (telephony, multi‑channel, wider operational functions) by investigating and resolving customer issues, complaints and cases, and processing customer payments in a professional and timely manner to aid accuracy and enforcement in line with Agency policy and legislation.
• Providing and seeking advice/information from relevant customers and stakeholders to ensure swift resolution of enquiries and complaints.
• Working well with colleagues, listening to others and viewing issues from their perspectives, and continuously improving through feedback.

Further information on the role can be found in the role profile. Please note that the role profile is for information purposes only – while all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Webinar Sessions: 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.

Are you an excellent communicator who enjoys helping others? Do you love working as part of a team and bringing an enthusiastic approach each day? Would you like to make a difference by supporting customers across the UK?

Disability Confident – a Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled and non‑disabled people. For more details please go to the appropriate page.

The DVLA maintains the licensing of drivers in Great Britain and the registration, licensing and enforcement of vehicle tax in the UK. Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days), plus 8 bank holidays and a privilege day for the King’s birthday.
• Flexible working options that encourage a great work‑life balance.

Find out more about what it’s like working at Driver and Vehicle Licensing Agency – Department for Transport Careers.