Are you able to draft responses to customer enquiries while ensuring clear communication and adherence to DVSA’s values and policies?
Do you enjoy collaborating with teams, managing tasks efficiently, and striving to meet targets while maintaining high standards of customer service and internal communication?
Can you analyse information carefully including semi-complex financial information, contribute ideas for service improvements, and manage your tasks effectively, all while maintaining positive relationships with colleagues and clients?
If so, we’d love to hear from you!
This vacancy is made of 4 roles. 2 post holders will be working within Correspondence, 2 post holders will work within Out of Pocket Claims. This would be confirmed at job offer stage.
Correspondence
Responsibilities include but are not limited to:
* Draft replies to customer complaints and enquiries; making effective decisions and taking any appropriate action. Ensure the message and quality of the response is correct, taking on board any changes or feedback from managers.
* Adopt DVSA values in written correspondence to ensure clear, concise and easily understandable responses are provided to customers.
* Analyse and collate information provided by the subject matter expert (SME) to ensure that responses are accurate, and information is handled appropriately and securely.
* Suggest and develop service improvements, contributing to new ways of working across the team, keeping management up to date with progress where necessary.
* Execute own responsibilities effectively and in line with DVSA policies and processes, ensuring that daily tasks and activities are delivered against agreed objectives.
Out of Pocket Claims
Responsibilities include but are not limited to:
* Consider out of pocket expense claims, test fee refunds and free test rebookings in line with policy and with regard for customer service for Theory and Practical tests.
* Check entries on TARS and claims logs for accuracy.
* Manage correspondence relating to complaints about Out-of-Pocket expenses. Draft replies to customer complaints and enquiries; making effective decisions and taking any appropriate action. Ensure the message and quality of the response is correct, taking on board any changes or feedback from managers.
* Suggest and develop service improvements, contributing to new ways of working across the team, keeping management up to date with progress where necessary.
* Execute own responsibilities effectively and in line with DVSA policies and processes, ensuring that daily tasks and activities are delivered against agreed objectives.
For more information about the role and responsibilities please see the attached Role Profile.
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Disability Confident
About 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. It is important to note that 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 people and non-disabled people. For more details please go to Disability Confident .