Training Accreditation Account Officer
Driver and Vehicle Standards Agency
About the job
Job summary
Are you a team player?
Do you possess effective communication and listening skills?
Have you had experience of working within an operational environment dealing with customer queries and complaints?
If so, we'd love to hear from you!
Job description
The Training Accreditation Account Officer works within the National Standards and Accreditation team and is responsible for developing and maintaining relationships with approved training providers by delivering excellent customer service.
Customer service is a fundamental part of this role and you will be required to respond to all operational correspondence and telephone enquiries and complaints from training providers in line with the agency’s service standards.
You will also be required to process applications, coordinate audits and quality check audit reports for a range of schemes including Driver CPC (DCPC), Drink Drive Rehabilitation (DDR), Taxi Driver Periodic Training (TDPT) the Carriage of Dangerous Goods (ADR) across Great Britain and Northern Ireland.
There will also be a requirement to undertake additional administrative tasks, as per business requirements.
Other responsibilities will include:
- Allocate audits based on risk for training providers and courses for Driver CPC, DDR, ADR, TDPT across Great Britain and Northern Ireland.
- Quality check audit reports submitted for Driver CPC, DDR, ADR, TDPT.
- Communicate with all major stakeholders (internal and external) to achieve business objectives.
- Receive and process payments from stakeholders, as accordingly.
Further information about the role can be found in the attached Candidate Pack.
Person specification
About You
- To be successful in this role you will have experience of working within a customer service environment.
- You will possess excellent communication skills (both verbally and in writing) and have the ability to deal with a variety of requests, queries and complaints from key stakeholders.
- You must also have excellent attention to detail skills and have the ability to make key decisions or recommendations based on presented evidence.
- You will be an effective team player and be able to work effectively under pressure and within set time frames.
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
We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.
Further Information
Please note that this opportunity will be offered on a fixed term basis for 14 months, with the possibility of permanent, it is anticipated the appointment will come end on 31 March 2025.
The role is a call centre type role and the central team will be based in Milton Keynes. If you are based in a different location there may be a requirement for you to travel to our main office for training or for team meetings. There will be the opportunity for you to work on a hybrid basis (between the office and home) and this will be discussed and confirmed with your line manager on appointment.
Whilst we welcome applications from candidates seeking part-time employment, please note, there is a business requirement that the successful candidate should work a minimum of 25 hours per week.
This role can be based in Swansea, Nottingham, Bristol, or Newcastle or Milton Keynes where your presence at this location will form part of the working arrangements agreed with you. We operate a hybrid working model with the expectation that you will spend a minimum 60% on a DVSA site or on official business giving you greater flexibility about where and when you work.
This post is offered on a Fixed Term Appointment (FTA) basis to complete a finite piece of work. However, there could be potential of permanency.
Permanent Civil Servants will not be expected to change their employment status from permanent to fixed term appointment.
Internal applicants will be appointed on inward loan and subject to the terms of the agreed inward loan agreement. The expectation is that you will return to your 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.
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.How to Apply
As part of the application process you will be asked to provide a CV and 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:
- Experience in delivering customer service including first line complaint handling.
- Experience in reviewing documents against set criteria to make a decision or recommendation.
Your Personal Statement will be limited to a maximum of 500 words.
Sift and Interview Dates
The sift is due to take place from 26th & 27th February 2024.
Interviews are likely to be held from 11th March 2024.
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.
The selection process will be designed specifically for the role. As a result, your assessment 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 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
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
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.