Customer Service Centre Agent (Fixed Term Appointment – Swansea) 9 views

• You will be providing quality support, advice and guidance to both internal and external customers, contributing to improvement in road safety, environmental standards and the reduction of vehicle crime.
• You will handle inbound and outbound customer contact which includes phone calls and email correspondence whilst using our IT systems to record critical information. You will be working in a fast-paced environment which will require you to be multi skilled when helping our customers.
• You will provide cover on a rota basis, which is currently between 07:30 am to 18:00 pm Monday to Friday, to support your colleagues and deliver a high level of service to our customers.

Responsibilities include, but are not limited to:

• Handling inbound and outbound customer contact including phone calls and email correspondence relating to all aspects of testing, enforcement and related matters.
• Adhering to current legislation and processes to provide first point of contact customer resolution.
• Administration and processing of Scheme and non-Scheme related applications including telephone, email and white mail requests, booking amendments, take credit card payments and issuing certificates as and when necessary.
• Assisting with general administration duties.

• We are looking for someone with superb written and verbal communication skills and is passionate about providing an excellent service to our internal and external customers.
• You take pride in completing your work to the highest standard, managing a sometimes demanding workload where you need to prioritise tasks to make sure you meet targets.
• You enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same.

Additional Information

This role is based in Swansea, your presence at this location will form part of the working arrangements agreed with you.

This role is suitable for hybrid working, and therefore a combination of workplace and home-based working can be accommodated subject to business requirements. Hybrid working is a non-contractual arrangement where employees have the flexibility to work remotely combined with a minimum of 60% of their working time a month at either their principal workplace (one of the locations cited in the advert) or, when required for business reasons, to carry out separate duties at alternative working locations or DVSA sites. There may be occasions where you are required to attend above the minimum expectation.

If you have questions regarding how hybrid working is practiced within the business area, or any reasonable adjustments or flexible working arrangements you may currently have or need in place if successful in your application, please contact the Vacancy Holder (see advert for contact details).

Full training is provided with the expectation for successful candidate to work full time throughout the training period. Training duration is from 2-6 weeks. The training is delivered in a face to face environment at The Ellipse, Padley Rd, St Thomas, Swansea SA1 8AN.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement, for the successful candidate to be able to work at least 22.5 hours per week.

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.