Contact Centre Advisor

This is an exciting opportunity for hardworking individuals to join our Contact Centre. Located in Swansea Vale, Llansamlet, 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 excellent customer service skills and techniques, combined with a potential requirement to utilise a range of multi-channel services, such as email, webchat, and phones, in a fast-paced environment. You will be the first point of contact for providing guidance, support, and advice to the British public, supporting us to get the right drivers and vehicles taxed, and on the road, as simply, safely, and efficiently as possible. Your responsibilities will include, but aren't limited to:

• 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 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. https://www.youtube.com/embed/U-013BlJCbE?si=fKGY6r3lol9_9nEA

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?

The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK. 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 Driver and Vehicle Licensing Agency - Department for Transport Careers