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Drivers Medical Caseworker

Posting date:	19 June 2024
Salary:	£23,847 per year
Hours:	Full time
Closing date:	09 July 2024
Location:	Birmingham
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	358307/1

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!

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’.