Apprentice Customer Service Centre Agent 29 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.

For more information about the role and responsibilities please see the attached candidate pack.

• 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 remain calm and organised when working under pressure, you can successfully prioritise your workload when needed.
• You enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same.

Eligibility

To be eligible for this apprenticeship, you must:

• Be employed for more than 16 hours per week and based in Wales.
• Have the right work in the UK.
• Not be in full-time education.
• Not be in receipt of funding for other learning programmes at the point of enrolment for this apprenticeship.
• Have valid and eligible residency status and be resident in the UK for 3 years before the start of the apprenticeship.

If you currently hold or are working towards a similar qualification of the same level or higher, then you will not be eligible to apply for this vacancy. In order to be eligible for our apprenticeship vacancy, any qualifications previously held or currently being worked towards must differ in content so that this apprenticeship provides substantial new skills.

If you apply and are found to possess the above, your application will not be considered, any offer of employment will be withdrawn, and your contract will be terminated.

Additional Information

This role will be based 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 through 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 30 hours per week.

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.

This post is offered on a Fixed Term Appointment (FTA) basis.

For permanent Civil Servants, this role is only available on loan, so you must have your home departments approval to return to them at the end of the loan before you apply. There is no opportunity for a permanent Civil Servant to take on this role as a fixed term appointment. OGD applicants will be appointed on an inward loan and subject to the terms of the agreed inward loan. Internal candidates will return to their 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.