Contents Location About the job Benefits Things you need to know Apply and further information Location Swansea About the job Job summary 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 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 promote internal progression and work closely with local colleges to offer a range of qualifications such as National Vocational Qualification (NVQ) and Institute of Leadership & Management (ILM) courses. We love nothing more than to contribute towards the development of our workforce. 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 role profile 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 enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same. Additional Information This role is based in 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 throughout 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 22.5 hours per week. 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 £25,159, Driver and Vehicle Standards Agency contributes £7,288 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. 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. 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 from 3rd February 2025. Interviews are likely to be held from 17th February 2025. 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. 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 : Simon Fuge Email : Simon.Fugedvsa.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 (docx, 836kB) Share this page Print Email Facebook Twitter LinkedIn GMail