About the job

Job summary

Are you someone who prides themselves on being able to deliver first class customer service?

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

Would you like the opportunity to be part of a department that champions development?

If this sounds like you, then please apply! We can’t wait to hear from you!

Job description

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. We enable our staff to feel a sense of ownership and support them with internal progression. 

We love nothing more than to contribute towards the development of our workforce.

In role you will provide 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 08:00 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 not limited to:

• Handling inbound and outbound customer contact including phone calls and email correspondence.
• Using judgement to action DVSA and Customer requirements in line with current procedures and practices.
• Ensure all administrative work is completed and recorded accurately.
• Keep up to date with current procedures and practices.
• Work effectively as part of a team, participate in team meetings and contribute towards staff engagement plan.
• Where necessary work in collaboration with colleagues across all functions for the good of DVSA and to create a high performing and well respected Agency.

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

Additional Information

Whilst we accommodate a hybrid working model, for your first two months, 100% of your time will be spent in our office. Once you have successfully completed two months and passed the requirements, you will be able to utilise our hybrid working model explained below.

This role is based in Newcastle your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. We follow the Civil Service wide expectation to attend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards the 60%.

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. 

We’re 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. 

Benefits

• An environment with flexible working options where we encourage a great work-life balance 

• Exceptional pension with an employer contribution of an average of 27% 

• 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 King’s 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.

The sift is due to take place on 2nd August.

Interviews are likely to be held w/c 19th August.

This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.

We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.

How to Apply

As part of the application process you will be asked to complete a statement of suitability. 

For your statement of suitability, please provide detailed evidence of the following; 

• Excellent Communications Skills (written and verbal) and interpersonal skills
• Ability to handle challenging customer queries
• Manage time effectively

Your statement of suitability will be limited to a maximum of 750 words.The selection process will be designed specifically for the role. 

As a result, the selection process will include:

• an interview

If you would like to find out more about what it’s 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. 

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

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

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.

To inform us what changes or help you may need during the recruitment process, please complete the question within your application form which asks “Will you require a reasonable adjustment during the application or interview/assessment stages?” 

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 applicant’s 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.

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.

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.