Contact Centre Telephony Advisor
| Posting date: | 19 June 2025 |
|---|---|
| Salary: | £25,159 per year |
| Hours: | Full time |
| Closing date: | 01 July 2025 |
| Location: | Swansea |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 402527/1 |
Summary
Do you love working as part of a team, bringing an enthusiastic approach every day?
Would you like to make a difference by supporting customers across the UK?
If so, then we’d love to hear from you!
If you would like to find out more about the role and what it’s like to work at the Driver and Vehicle Licensing Agency (DVLA) Contact Centre, then please join one of our webinar sessions below, where you can virtually meet some of our team and ask any questions about the role:
Session 1 - Friday 20 June 12:00pm - 1:00pm Register here
Session 2 -Tuesday 24 June 6:00pm - 7:00pm Register here
Once you have registered, you will be emailed with a link to the session – don’t forget to check your junk mail.
This is a fantastic opportunity to further develop your skills and experience. You’ll be part of a vibrant department that advocates development.
https://www.youtube.com/embed/U-013BlJCbE?si=aQjHiMMnDbz89R2L
This is an exciting opportunity for hardworking individuals to join our award winning Contact Centre. Located in Swansea Vale, your role as an advisor will be to answer inbound customer queries, providing our customers with support, information and an outstanding service. The role does not involve any sales or cold calling.
You will play a pivotal role in being part of a supportive and welcoming team environment. You will be coached to develop innovative customer service skills and techniques, combined with a requirement to utilise a range of multi-channel services in a fast paced environment.
You will be the first point of contact for providing guidance, support and advice to the British public, and will be supporting us to get the right drivers and vehicles taxed and on the road, as simply, safely and efficiently as possible.
It is crucial that you are confident using IT systems, as you will need to navigate multiple systems on dual screens whilst answering customer queries.
You don’t need any previous experience or qualifications to join us, but we are looking for hardworking and resilient team players, over the age of 16 who are enthusiastic and genuinely want to support our customers with their needs.
For more information on who we are, what we do and to hear from colleagues who work in our award winning Contact Centre please visit our DfT Careers website.
Responsibilities
Key accountabilities of the role include:
- To deliver excellent customer service, through a variety of customer channels (telephony, multi-channel, wider operational functions) by investigating and resolving customer issues, complaints, cases, and processing customer payments in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation.
- To provide and seek advice/information from relevant customers and/or stakeholders to ensure swift resolution to enquiries/complaints.
- To work well with colleagues, listen to the views of others and try to see issues from other’s perspectives, continuing to develop and take on board feedback to continuously improve.
For further information about the role, please refer to the role profile attached.
Additional Information
These opportunities will be available from September 2025.
The Contact Centre’s current operating hours are between 8am and 7pm Monday to Friday and 8am and 2pm on Saturdays. You will be expected to work full time hours during the initial training period (up to 8-10 weeks) which will generally take place Monday to Friday, between the hours of 8am and 6pm.
Following the initial training period, you will work a flexible shift pattern within the hours of 8am and 7pm Monday to Friday, and 8am and 2pm on Saturdays. A standard full-time employee will work 8 hours over 4 days and 5 hours on 1 day.
You will be allocated a day off during Monday to Friday if you work on a Saturday. Shifts are provided on a rolling weekly basis, 11 weeks in advance.
Whether you’re looking for full or part time hours we offer a variety of working patterns, allowing you to select an option which complements your lifestyle. However, whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidates to be able to work at least 25 hours per week.
The Contact Centre actively encourages development and for all colleagues to use and stretch the skills they have to fulfil their potential and support the business. We welcome applications from candidates who can speak Welsh and English, which will allow you to answer calls from our Welsh speaking customers. We also offer opportunities for all staff to improve their Welsh language skills once they join us.
Customer facing roles in DfT require the ability to converse with members of the public and provide advice in accurate spoken English.
This will be assessed during the selection process. Please refer to the English Language Code of Practice for more information. Welsh language skills would be useful in this role, but it is not an assessment criteria so it won’t put you at any disadvantage during recruitment if you aren’t a Welsh speaker.
Please note that the advertised webinars and assessment process will be held in English.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
Proud member of the Disability Confident employer scheme