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For Companies At a Glance
- Tasks: Provide outstanding customer support via phone and other channels in a fast-paced environment.
- Company: Join the DVLA, a key player in UK driver and vehicle licensing.
- Benefits: Enjoy 25 days annual leave, flexible working, and a generous pension contribution.
- Why this job: Make a real difference by helping customers navigate their licensing needs.
- Qualifications: Excellent communication skills and a passion for helping others.
- Other info: Be part of a supportive team with opportunities for personal growth.
The predicted salary is between 28800 - 43200 £ per year.
Overview
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!
The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.
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), plus 8 bank holidays a privilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about what it\\\’s like working at Driver and Vehicle Licensing Agency – Department for Transport Careers
Role overview
This is an exciting opportunity for hardworking individuals to join our Contact Centre. Located in Swansea Vale, Llansamlet, 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 excellent customer service skills and techniques, combined with a potential requirement to utilise a range of multi-channel services, such as email, webchat, and phones, in a fast-paced environment.
You will be the first point of contact for providing guidance, support, and advice to the British public, supporting us to get the right drivers and vehicles taxed, and on the road, as simply, safely, and efficiently as possible.
Responsibilities
Your responsibilities will include, but aren’t limited to:
- To deliver excellent customer service, through a variety of customer channels (telephony, multi-channel, wider operational functions) by investigating and resolving customer issues, complaints, cases, and processing customer payments in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation.
- To provide and seek advice/information from relevant customers and/or stakeholders to ensure swift resolution to enquiries/complaints.
- To work well with colleagues, listen to the views of others and try to see issues from other’s perspectives, continuing to develop and take on board feedback to continuously improve.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
For further information on the role, please read the role profile. Please note that the role profile is for information purposes only – whilst 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.
This is a fantastic opportunity to be part of a vibrant department that will help grow your skills and experience and support your continuous development.
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Contact Centre Telephony Advisor - Swansea employer: Government Recruitment Service
Contact Detail:
Government Recruitment Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Telephony Advisor - Swansea
✨Tip Number 1
Get to know the company! Research the DVLA and understand their mission and values. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about helping customers, try role-playing common customer scenarios with a friend. This will boost your confidence and prepare you for those tricky questions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can really boost your chances.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the DVLA team.
We think you need these skills to ace Contact Centre Telephony Advisor - Swansea
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about helping customers, make sure your application highlights your communication skills. Use examples that showcase how you've effectively resolved issues or helped others in the past.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Contact Centre Telephony Advisor role. Mention your enthusiasm for teamwork and customer service.
Be Yourself: We want to see the real you! Let your personality shine through in your application. Share your passion for helping others and how you can contribute to our supportive team environment.
Apply Through Our Website: Make it easy for us to find your application by applying directly through our website. It’s straightforward and ensures we get all the info we need to consider you for the role!
How to prepare for a job interview at Government Recruitment Service
✨Know Your Stuff
Before the interview, make sure you understand the role of a Contact Centre Telephony Advisor. Familiarise yourself with the DVLA's services and how they support customers. This will help you answer questions confidently and show your enthusiasm for the position.
✨Show Off Your Communication Skills
As an advisor, excellent communication is key. During the interview, practice clear and concise responses. Use examples from your past experiences where you've successfully resolved customer issues or worked as part of a team to demonstrate your skills.
✨Emphasise Teamwork
The job requires working well with colleagues, so be prepared to discuss your experience in team settings. Share specific instances where you collaborated with others to achieve a common goal, highlighting your ability to listen and adapt to different perspectives.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.