Contact Centre Advisor - Swansea, United Kingdom - Driver and Vehicle Licensing Agency

Driver and Vehicle Licensing Agency
Driver and Vehicle Licensing Agency
Verified Company
Swansea, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Details:


Reference number:


Salary:

- £22,497
Job grade:


  • Administrative Officer
    Contract type:
  • Permanent
    Business area:
  • DVLA
  • Operations and Customer Service Directorate
  • Contact Centre

Type of role:
  • Contact Centre
  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime, Shift Working
    Number of jobs available:
  • 30Contents
    • Location

    About the job


    Benefits:

    Things you need to know

    Location

    • Swansea Vale
    • This role will require you to work onsite at one of our designated offices.
    About the job


    Job summary:

    Are you an excellent communicator who enjoys helping others?

    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


    Job description:

    This is an exciting opportunity for hardworking individuals to join our award winning Contact Centre.

    Located in Swansea, 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.

    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 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.


    You don't need any previous experience or qualifications to join us, but we are looking for hardworking and resilient team players 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 support customers with their needs by being proactive and confident in your approach. Providing customers with tailored information in line with Agency policy and legislation.
    • To keep our customer's data secure by capturing information in an accurate and timely manner on relevant systems.
    • Navigate and record information on multiple systems whilst engaging with customers, maintaining consistency and remaining engaged.
    • To be selfmotivated and able to work well in a team environment, listening to views of others and trying to see issues from the perspective of others.
    For further information about the role, please refer to the role profile attached.


    Additional Information


    The Contact Centre's current operating hours are between 8am and 7pm Monday to Friday and 8am and 2pm on Saturdays.

    The initial training period (approx. 6-8 weeks) will generally take place during Monday to Friday, 8am to 4pm although we are open to discussions regarding flexibility within consecutive working days and hours.


    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 7.24 hours per shift, 5 days a week.

    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.


    Person specification:


    We are looking for someone with strong communication skills who are passionate about providing an excellent service to our customers.

    You can adapt your approach to suit individual customer needs and break down complex information to enhance customer understanding. You take pride in completing your work to the highest standard and are resilient when managing a fast-paced workload.


    The Contact Centre actively encourages development and for all colleagues to use and stretch the skills they have in order to fulfil their potential and support the business.

    If you can speak Welsh, you'll also be able to answer calls on our Welsh language line.


    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.


    If you are interested in the role but would like to find out more information, please visit our DfT Careers website.

    **_
    We strive to ensure th
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