About the job Summary

Are you an excellent communicator who enjoys helping customers over the phone?

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

Is delivering great customer service important to you?

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

This is an exciting opportunity for you join our team as a Contact Centre Agent.

Job description

In our CCA Accredited Contact Centre, you will handle inbound and outbound customer contact which includes phone calls and email correspondence whilst using our IT systems to record critical information.

You will play a key role in being part of a team that works in a fast-paced environment, which will require you to use your multitasking skills when assisting our customers. You will be the first point of contact for providing guidance, support and advise to both our internal and external customers. You will be contributing to the improvement in road safety, environmental standards and reducing vehicle crime.
 

Responsibilities

Roles and Responsibilities

• Handle inbound customer contact consisting of telephone calls and e-mail correspondence

• Deliver a consistent and productive service to both internal and external customers.

• Ensure all administrative work is completed and recorded accurately

• Use information resources to support customer service

• Work effectively as part of a team, participate in team meetings and contribute towards staff engagement plan

• Promoting and respecting team working ethics by building good working relationships using co-operation and discussion

• Ensure good relations and communications with all members of the team and responding politely and in a timely fashion to internal and external customers

Please see role profile for full list of responsibilities

Additional Information

There could be an opportunity to travel to our Corporate events and other DVSA offices based in the UK, you will be advised in advance and it will be optional.

About you

We are looking for someone with superb written and verbal communication skills, who is passionate about providing an excellent service to our internal and external customers.

You take pride in completing your work to the highest standard, managing a sometimes demanding workload where you need to prioritise tasks to make sure you meet targets.

You enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same.

You are proactive in keeping up to date with procedures and processes, ensuring that your work is accurate and kept in line with the agency’s practices.

About us

The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain's roads.

We do this by helping people through a lifetime of safe driving, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
Our work affects millions of people and thousands of businesses. Most importantly, our work saves lives.

We're an organisation that values professional expertise. We work in inclusive and diverse teams. Meeting the needs of the people who use our services runs through everything we do.
We have exciting plans for the next 5 years to continue making our roads safer. Join us on our journey and help us to save lives.
We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department.

You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future.
We welcome applications from a diverse range of backgrounds and communities, including individuals who identify as female, male, trans, non binary, disabled, black, Asian or minority ethnic etc.
Find out more about working at DVSA

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Communicating and Influencing
• Managing a Quality Service

Benefits Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Things you need to know Security

Successful candidates must pass a disclosure and barring security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

Selection Process

As part of the application process you will be asked to complete a personal statement. Further details around what this will entail are listed on the application form.

After submitting your application, you will be issued a link to a Situational Judgement Test (SJT) via email on 27/02/2020. If you have not received this by 12:00 on the 02/03/2020 please check your junk/spam email first before contacting us as soon as possible on [email protected]

The deadline for completion of the SJT is 23:45 on 02/03/2020

The sift is due to take place 11/03/2020

Interviews/assessments are likely to be held 25/03/2020

Interview location to be confirmed.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

How to Apply
The selection process will be designed specifically for the role. As a result, your assessment could include:
• an interview
• an interview with one or more exercises
• a full day of activities including interactive, written and timed exercises

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. For further information on Success Profiles please click here

Your interview may consist of a range of question types. These may include questions about:
• what energises and motivates you
• how you would manage situations relevant to the role
• your previous experience
• your professional skills and knowledge

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Further Information

If successful and transferring from another Government Department a criminal record check may be carried out.

We have adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.

We may hold a merit list for up to twelve months. During this time, if a similar role is identified and you have been placed on the merit list you may be considered for the post. Within the merit list period, your application form and selection information may be shared across the department and its agencies.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

New entrants are expected to join on the minimum of the pay band.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.

Please see attached candidate notes for further information about our recruitment process.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Any move to the Department for Transport will mean you will no longer be able to carry on claiming childcare vouchers.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.