Customer Service Centre Agent

This job is with Driver and Vehicle Standards Agency, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Do you have exceptional communication and customer service skills? Would you embrace the opportunity to make an impact on road safety and contribute to a safer, greener future? If so, we'd love to hear from you!

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 annual leave), plus 8 bank holidays and a privilege day for the King's birthday.
• Flexible working options where we encourage a great work-life balance.

The role holder will provide a high-quality support, advice and guidance service to both internal and external customers, ensuring professional and effective customer engagement. They will contribute to the improvement of road safety, environmental standards and the reduction of vehicle crime by delivering accurate information, resolving queries and supporting the consistent application of relevant policies, procedures and legislation. Through building positive relationships and maintaining a customer-focused approach, they will help achieve organisational objectives while promoting trust, compliance and continuous improvement.

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

• Handle inbound customer contact consisting of telephone calls and e-mail correspondence.
• Deliver a consistent and productive service to both internal and external customers.
• Support the promotion of DVSA's digital services.
• Use judgement to action DVSA/customer requirements in line with current procedures and practices.
• Ensure all administrative work is completed and recorded accurately.
• Use information resources to support customer service.
• 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.
• Promote and respect team working ethics by building good working relationships using co-operation and discussion.
• Execute own responsibilities effectively and in line with DVSA policies and processes, ensuring that daily tasks and activities are delivered against agreed objectives.

Required experience:

• Good written and communication skills.
• Ability to handle challenging enquiries.
• Basic computer literacy skills e.g. keyboard, word processing skills and Microsoft applications.
• Prioritise workloads to aid productivity.
• Manage time effectively.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements. The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace or, when required for business reasons, in another office/work location/visiting stakeholders.

Successful candidates will need to undergo significant training and will be required to fully attend the office 100% during this training period (minimum 12 weeks).

Alongside your salary of £26,607, Driver and Vehicle Standards Agency contributes £7,708 towards you being a member of the Civil Service Defined Benefit Pension scheme.

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

• 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.
• 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.

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.