About the job

Job summary

At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.  

Are you a great communicator who enjoys helping others?

Would you like to make a difference by supporting customers across the UK?

If so, we would love to hear from you!

Job description

We are looking for 10 Caseworkers to work in the Drivers Medical Department to take on the responsibility of delivering front line services for customers, undertaking investigations, making outbound phone and email enquiries and resolving issues, supporting us to make safe and accurate medical licensing decisions ‘first time, every time’ to ensure driver safety.   

You will undertake casework, ensuring customer records are created, updated, and retrieved accurately, ensuring excellent customer service levels are maintained and/or exceeded.    

You will have strong communication skills and can communicate effectively through telephone, and written communication. You can deliver information in a clear, confident and professional manner, tailoring this to suit your audience.   

Responsibilities 

Key accountabilities of the role include:  

• Dealing with enquiries, investigating and resolving issues, complaints and cases in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation
• Providing and seeking advice/information from relevant customers and/or stakeholders in order to ensure swift resolution to enquiries/complaints
• Ensuring accuracy of the data DVLA holds, capturing in a timely manner to support efficient/effective customer service
• Collating, interpreting and monitoring cases for quality and accuracy levels, by individual or teams and where necessary initiate improvement activities

For further information about the role please see the attached role profile. 

Additional information  

This role will require you to work on-site at our Birmingham office based in the city centre, very close to the main train station and local transport links. 

The initial training period will take place Monday to Friday, usually between 8am and 4pm. Due to the in-depth training and support you’ll be given, part time staff will be required to work full time during the training period. Training is usually completed within 10 weeks.

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

We are looking for a team player with a passion for providing excellent customer service. You will need an adaptable and flexible approach to be able to adjust to business requirements when necessary.  

To succeed in this role, you will have a strong attention to detail, good judgement and decision-making skills and will be confident multi-tasking, working with several IT systems simultaneously.   

Additional skills and experiences: 

• Good IT skills, with a demonstrable knowledge in the use of Microsoft packages.
• Highly organised with the ability to prioritise a heavy workload.
• The ability to work under pressure and to tight deadlines.
• Excellent communication skills in varying circumstances, with the ability to tailor this to your audience.

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues. 

 About Operational Delivery Profession 

 

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services. 

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. 

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic 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.
• Generous average employer contribution of 27%, depending on rate of salary and chosen pension scheme.
• 25 days holiday, increasing by one day each year up to 30 days pro rata.
• Access to the staff discount portal. 
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff. 

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, Strengths and Experience.

When considering applying please look at how your experience relates to the role. Please tailor your CV to match the role and its responsibilities, including the person specification.

As part of the application process you will be required to provide a 250 word statement on each of the following Behaviours from the Civil Service Behaviour Framework. Please tailor your statement to the indicators provided:   

Managing a Quality Service  

• Plan, organise and manage your own time to deliver a high quality service which gives taxpayers a good return for their money.
• Keep customers and all colleagues up to date with progress.

 Making Effective Decisions 

• Use guidance, analyse relevant information and ask colleagues for input to support decision making.
• Identify and deal with any errors or gaps in information before making a decision.

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Managing a Quality Service. 

Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview. 

Click here for further guidance on writing a CV. 

The sift is due to take place from Thursday 11th July 2024.

Interviews will be held from week commencing Monday 29th July 2024.

This interview will be conducted via a video interview, 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.   

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 you’re 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.grs@cabinetoffice.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 DRGComms@dft.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 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.

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.