Contents Location About the job Benefits Things you need to know Apply and further information Location Swansea About the job Job summary A rewarding job where you earn while you learn Are you someone who prides themselves on being able to deliver first class customer service? Do you have excellent interpersonal skills? Would you like the opportunity to be part of a department that advocates development? If this sounds like you, then please apply This role combines learning and practical on the job training. At the end of it all, you'll have a Contact Centre Operations Level 2 - Apprenticeship. Youll be fully supported to meet the learning requirements of the qualification. The apprenticeship will be delivered by Gower College Swansea. Make no mistake, itll be hard work. Youll need to be highly motivated, but well help you balance your work and studies, better still, you will enjoy a host of great benefits. Working within our Customer Service Centre provides opportunities to grow and develop, our managers motivate their teams to succeed by creating a positive working environment and we enable our staff to feel a sense of ownership. We cant wait to hear from you Job description You will be providing quality support, advice and guidance to both internal and external customers, contributing to improvement in road safety, environmental standards and the reduction of vehicle crime. 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 be working in a fast-paced environment which will require you to be multi skilled when helping our customers. You will provide cover on a rota basis, which is currently between 07:30 am to 18:00 pm Monday to Friday, to support your colleagues and deliver a high level of service to our customers. Responsibilities include, but are not limited to: Handling inbound and outbound customer contact including phone calls and email correspondence relating to all aspects of testing, enforcement and related matters. Adhering to current legislation and processes to provide first point of contact customer resolution. Administration and processing of Scheme and non-Scheme related applications including telephone, email and white mail requests, booking amendments, take credit card payments and issuing certificates as and when necessary. Assisting with general administration duties. For more information about the role and responsibilities please see the attached candidate pack. Person specification We are looking for someone with superb written and verbal communication skills and 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 remain calm and organised when working under pressure, you can successfully prioritise your workload when needed. You enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same. Eligibility To be eligible for this apprenticeship, you must: Be employed for more than 16 hours per week and based in Wales. Have the right work in the UK. Not be in full-time education. Not be in receipt of funding for other learning programmes at the point of enrolment for this apprenticeship. Have valid and eligible residency status and be resident in the UK for 3 years before the start of the apprenticeship. If you currently hold or are working towards a similar qualification of the same level or higher, then you will not be eligible to apply for this vacancy. In order to be eligible for our apprenticeship vacancy, any qualifications previously held or currently being worked towards must differ in content so that this apprenticeship provides substantial new skills. If you apply and are found to possess the above, your application will not be considered, any offer of employment will be withdrawn, and your contract will be terminated. Additional Information This role will be based Swansea, your presence at this location will form part of the working arrangements agreed with you. This role is suitable for hybrid working, and therefore a combination of workplace and home-based working can be accommodated subject to business requirements. Hybrid working is a non-contractual arrangement where employees have the flexibility to work remotely combined with a minimum of 60% of their working time a month at either their principal workplace (one of the locations cited in the advert) or, when required for business reasons, to carry out separate duties at alternative working locations or DVSA sites. There may be occasions where you are required to attend above the minimum expectation. If you have questions regarding how hybrid working is practiced within the business area, or any reasonable adjustments or flexible working arrangements you may currently have or need in place if successful in your application, please contact the Vacancy Holder (see advert for contact details). Full training is provided with the expectation for successful candidate to work full time through the training period. Training duration is from 2-6 weeks. The training is delivered in a face to face environment at The Ellipse, Padley Rd, St Thomas, Swansea SA1 8AN. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidate to be able to work at least 30 hours per week. Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months. This post is offered on a Fixed Term Appointment (FTA) basis. For permanent Civil Servants, this role is only available on loan, so you must have your home departments approval to return to them at the end of the loan before you apply. There is no opportunity for a permanent Civil Servant to take on this role as a fixed term appointment. OGD applicants will be appointed on an inward loan and subject to the terms of the agreed inward loan. Internal candidates will return to their previous post at the end of the loan period, which will need to be agreed with your line manager in advance. If you're employed by a non-departmental public body (NDPB) by moving jobs this will involve a change of employer and you may break the statutory rules on continuity of employment. Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. About Us The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles. Were working hard to: make roads safer. improve services for our customers. make road transport greener and healthier. harness the potential of technology and data. grow and level up the economy. To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our Careers website. Behaviours We'll assess you against these behaviours during the selection process: Making Effective Decisions Delivering at Pace Communicating and Influencing Benefits Alongside your salary of £23,847, Driver and Vehicle Standards Agency contributes £6,908 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. An environment with flexible working options where we encourage a great work-life balance. Generous Annual Leave - 25 days holiday, increasing by 1 each year of service, up to 30. 8 Bank Holidays plus an additional Privilege Day to mark the Kings birthday. Latest IT and Tech devices. A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues. Excellent learning and development tailored to your role including paid apprenticeships up to Masters level. Wide range of discounts schemes on high street names. Employee assistance program for health and wellbeing. Cycle to work scheme and Gym membership offers. For more information see visit our careers page. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. How to Apply As part of the application process you will be asked to complete a Personal Statement. The Personal Statement allows you to outline your suitability for the role in more depth. It is an opportunity for you to provide evidence against the experience criteria listed below. Further details around what this will entail are listed on the application form. For your Personal Statement, please provide detailed evidence of the following: Your experience of written and verbal communication skills in delivering a key message. Your experience of having handled a challenging enquiry with sensitivity. Your experience of having managed your time effectively. Your Personal Statement will be limited to a maximum of 750 words. It is essential when submitting your Personal Statement that you provide as much detail as possible, and utilise the full word count given against the essential criteria outlined above, as this will be used to assess candidate suitability to move to the next round in the recruitment process. Please note you can use any previous work or life experience to provide examples for the Personal Statement. The selection process will be designed specifically for the role. As a result, your assessment will include: An interview. Youre encouraged to become familiar with the candidate pack as you may be assessed against any of the criteria recorded within. The sift is due to take place week commencing 18 November 2024. Interviews are likely to be held week commencing 02 December 2024. This interview will be conducted at our office in Swansea, details of which will be provided to you should you be selected for interview. Well try to meet the dates weve set out in the advert. But there may be occasions when these dates will change. Well give you plenty of notice of any important dates. If you would like to find out more about what its like to work for DVSA and how to apply, we will be holding virtual sessions to find out more. Please click here to secure your place at one of our upcoming events. The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate 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. You can read more about Success Profiles 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. 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. 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. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). 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 : Jodie Jones Email : jodie.jones2dvsa.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 Candidate Pack_373898 Opens in new window (pdf, 1132kB) Share this page Print Email Facebook Twitter LinkedIn GMail