Public Liaison Officer - Correspondence
Dyddiad hysbysebu: | 15 Awst 2025 |
---|---|
Cyflog: | £25,159 bob blwyddyn |
Oriau: | Llawn Amser |
Dyddiad cau: | 26 Awst 2025 |
Lleoliad: | Swansea |
Cwmni: | Government Recruitment Service |
Math o swydd: | Parhaol |
Cyfeirnod swydd: | 421276/4 |
Crynodeb
Do you enjoy collaborating with teams, managing tasks efficiently, and striving to meet targets while maintaining high standards of customer service and internal communication?
Can you analyse information carefully including semi-complex financial information, leading on approvals. Contribute ideas for service improvements, and manage your tasks effectively, all while maintaining positive relationships with colleagues and customers?
If so, we’d love to hear from you!
The post holder is required to respond to customer correspondence within 10 working days of receipt; managing their own workload, they will assess, log and investigate complaints and enquiries before drafting a quality reply to prevent escalations, processing refunds, rebooking where necessary. They will liaise with different departments and test centres in order to do this, speaking to customers and colleagues on the phone/Teams and by email where appropriate.
Joining our department comes with many benefits, including:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday.
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about what it's like working at DVSA: Driver and Vehicle Standards Agency - Department for Transport Careers
The Public Liaison Correspondence Administrator is required to respond to customer correspondence within ten working days of receipt; managing their own workload, they will assess, log and investigate complaints and enquiries before drafting a quality reply to prevent escalations, processing refunds, rebooking where necessary. They will liaise with different departments and test centres in order to do this, speaking to customers and colleagues on the phone/Teams and by email where appropriate.
The post holder will take part in team meetings and contribute to the staff engagement plan where possible; working closely with colleagues in a team environment to ensure that a consistent level of service is delivered, looking for continuous improvement opportunities. You may also be asked to perform additional tasks on an ad-hoc basis, such as taking notes during meetings, or collating and producing information for management.
Responsibilities include, but are not limited to
- Draft replies to customer complaints and enquiries; making effective decisions and taking any appropriate action. Ensure the message and quality of the response is correct, taking on board any changes or feedback from managers.
- Adopt Cleary DVSA values in written correspondence to ensure clear, concise and easily understandable responses are provided to customers.
- Liaise with colleagues from Corporate Office and Operational staff where necessary, identifying and avoiding reasons for escalations/ICA referral, and help to achieve the target of responding to 90% of correspondence within 10 working days.
- Analyse and collate information provided by the subject matter expert (SME) to ensure that responses are accurate, and information is handled appropriately and securely.
For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
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