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- Tasks: Assist customers with queries about driving tests and road transport topics.
- Company: Join a vibrant Civil Service team dedicated to improving road safety.
- Benefits: Enjoy flexible working, 25 days annual leave, and a generous pension scheme.
- Why this job: Be part of a diverse team, develop your skills, and make a real impact.
- Qualifications: Confident communicator with a passion for excellent customer service and problem-solving.
- Other info: Opportunities for professional qualifications and a supportive work environment.
The predicted salary is between 25159 - 25159 £ per year.
Location: Newcastle-upon-Tyne, Swansea
Salary: £25,159 – A Civil Service Pension with an employer contribution of 28.97%
Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time
You will be based in one of our vibrant Newcastle or Swansea offices and customers will contact you with a wide range of queries. For example, learner drivers may contact you to ask for advice on whether their car is suitable to use for their driving test. Using the knowledge you have obtained from your training and the support received from your colleagues, you will guide the learner driver through the criteria on GOV.UK to help them reach a decision.
What can you do in a week?
- Be part of a wider team dedicated to providing excellent customer service to improve road safety
- Handle inbound calls from both internal and external customers, using the latest technology
- Provide responses to customer enquiries via email and social media channels
- Delve into knowledge portals to provide advice and guidance on a wide range of road transport topics
- Become a Subject Matter Expert on a particular topic and provide support to your colleagues
- Participate in team briefings and meetings and suggest ideas
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
- 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
- Access to the staff discount portal.
- Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
- Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
- 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
- Flexible working options where we encourage a great work-life balance.
About you
You will be a confident communicator, both verbally and in writing, with the ability to engage effectively with a wide range of internal and external customers. You will be passionate about providing an excellent service and maintaining high accuracy whilst working at pace within a busy environment.
You will enjoy problem solving and will effectively use relevant information to make informed decisions. You will enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same.
How to Apply
Read the full job description and apply here
Apply before 11:55 pm on Sunday 13th July 2025
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Customer Service Centre Agent employer: Driver and Vehicle Standards Agency (DVSA)
Contact Detail:
Driver and Vehicle Standards Agency (DVSA) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Centre Agent
✨Tip Number 1
Familiarise yourself with the key topics related to road transport and customer service. Understanding the common queries that learner drivers have will help you engage more confidently during interviews.
✨Tip Number 2
Practice your communication skills by role-playing customer interactions with friends or family. This will help you articulate your thoughts clearly and demonstrate your ability to handle various customer scenarios.
✨Tip Number 3
Research the Civil Service values and how they apply to customer service roles. Being able to discuss these values in relation to your own experiences will show your alignment with the organisation's mission.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the work culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Customer Service Centre Agent
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Customer Service Centre Agent. Tailor your application to highlight how your skills and experiences align with these expectations.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service roles. Use bullet points for clarity and include specific examples of how you've successfully handled customer queries or resolved issues.
Write a Compelling Cover Letter: In your cover letter, express your passion for providing excellent customer service. Mention your communication skills and problem-solving abilities, and provide examples of how you've effectively engaged with customers in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Driver and Vehicle Standards Agency (DVSA)
✨Showcase Your Communication Skills
As a Customer Service Centre Agent, effective communication is key. Be prepared to demonstrate your verbal and written communication skills during the interview. You might be asked to role-play a customer interaction, so practice articulating your thoughts clearly and confidently.
✨Familiarise Yourself with Relevant Topics
Since you'll be guiding customers on road transport topics, brush up on the latest information available on GOV.UK. Being knowledgeable about common queries, such as vehicle suitability for driving tests, will show your commitment and readiness for the role.
✨Emphasise Problem-Solving Abilities
The job requires you to solve problems efficiently. Prepare examples from your past experiences where you've successfully resolved customer issues or made informed decisions under pressure. This will highlight your ability to think critically and act decisively.
✨Demonstrate Team Collaboration
This role involves working closely with colleagues. Be ready to discuss how you have collaborated in previous roles, contributed to team success, and supported others. Highlighting your teamwork skills will show that you can thrive in a collaborative environment.
