Contents Location About the job Benefits Things you need to know Apply and further information Location Swansea About the job Job summary Do you have experience creating cloud omni-channel Contact Centre Systems? Do you want to be involved in exciting software and omni-channel Contact Centre development projects? If so, we want to hear from you This is a fantastic opportunity as you will play an important role within the team, as you will be required to develop and support the implementation of new technologies. This includes supporting senior staff and building successful relationships with key stakeholders. Job description At the Driver and Vehicle Licensing Agency (DVLA) Digital we focus on user needs, whether that is a citizen, an organisation, or an internal user. We are committed to providing the most efficient, effective, and secure services to meet the needs of a diverse and ever growing digitally aware customer base. As a Junior Telecoms Infrastructure Engineer, you will be involved in a range of diverse projects, helping to deliver the benefits of our new cloud omni-channel contact centre system. You will be a subject matter expert with a wide range of systems or in-depth product knowledge. You will use your knowledge to work with minimal supervision, reviewing existing processes with the objective to make changes to improve services, helping to define and implement technical best practice. The team also provide a rota covering out of hours activities and provide on call cover to support delivery of the service (5pm 7am Mon-Fri and 24/7 on weekends and bank holidays) for which a non-pensionable allowance will be paid if you partake. Responsibilities Your responsibilities will include but will not be limited to: Working under supervision with a range of systems to help define and implement technical best practice, whilst effectively planning and implementing creative and innovative service changes Supporting infrastructure engineers to manage systems within OLA/SLA and monitoring performance through statistical reporting and analysis Developing skills while working under supervision to deliver activities in a multidisciplinary team, keeping up to date with new products, tools, and techniques Establishing relationships with stakeholders to support the delivery, maintenance, and enhancement of service Engaging with stakeholders to help infrastructure engineers analyse information, trends, and to diagnose and propose action to resolve issues For further information about the role please see the attached role profile. Would you like to find out more about the role, the digital team and what its like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Tuesday 21st January at 11am. Please click here to book on. Additional Information Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under Contact point for applicants. Person specification As a junior infrastructure engineer in digital Telephony and communications, you will have experience in developing high volume cloud omni-channel call centre technologies and have a keen eye for detail. You will have a solid understanding of cloud-based contact centre solutions (CCaS) within telephony and stay up to date with new products, tools, and techniques, encouraging their use within the business to promote continuous improvement of capability. Working for the DVLA Digital Team At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect thatll wash across the nation. Here the work youre doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day. To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog. Behaviours We'll assess you against these behaviours during the selection process: Working Together Communicating and Influencing Technical skills We'll assess you against these technical skills during the selection process: Associate Infrastructure Engineer - Systems Design (Skill level: Awareness) Benefits Alongside your salary of £29,525, Driver and Vehicle Licensing Agency contributes £8,553 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Passionate, reliable and always willing to push yourself and those around you, youll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits: Best in class learning and development tailored to your role An environment with flexible working options where we encourage a great work-life balance A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues Generous employer contribution of 28.97%, depending on chosen pension scheme Digital communities with clear career frameworks On-site gym plus personal training available (membership applies) On-site nursery, restaurants and coffee bar 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the Kings birthday Free parking A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills. How to Apply For this role you will need to submit a CV with a personal statement of up to 750 words. For your CV and personal statement, please provide detailed evidence of your experience of the following essential criteria: Experience in software development lifecycle, using agile methodologies Experience developing omni-channel contact centres focussing on the digital channels (web chat, chatbot, web to case and email) Successfully contributing to the Installation of High Volume Cloud or Local based Call Centre technologies Click here for further guidance on writing a CV and personal statement. The sift is due to take place from Tuesday 28th January 2025. Interviews will be held week commencing Monday 10th February 2025. This interview will be conducted via a video interview. Further details of which will be provided to you should you be selected for interview. 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. If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done. The selection process will be designed specifically for the role. As a result, your assessment will include: an interview 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 visit our Careers website. Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. If your application is successful but you have been dismissed from the Civil Service within the last 12 months, your application could be removed at the pre-employment checking stage. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check. To allow for meaningful checks to be carried out, candidates will be required to have at least 5 years continuous residency in the UK. All applicants for this role must ensure that they meet this minimum residency requirement - if you do not, your application will be withdrawn. Use of Artificial Intelligence (AI) You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own. View our guidelines here. Reasonable Adjustments 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. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes. Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional. If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Document Accessibility If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGCommsdft.gov.uk for assistance. Further Information For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role. Pre-employment Checking 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 applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : ITS Recruitment Email : ITSRecruitmentdvla.gov.uk Recruitment team Email : dftrecruitment.grscabinetoffice.gov.uk Further information If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grscabinetoffice.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here Attachments Role Profile Opens in new window (pdf, 236kB) DVLA Digital Job Brochure Opens in new window (pdf, 2234kB) Share this page Print Email Facebook Twitter LinkedIn GMail