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Contact Centre Advisor Full Time

at Driver and Vehicle Licensing Agency Swansea in Swansea (Published at 18-11-2021)

Reference number





Administrative Officer

Contract type


Business area

DVLA - Operations and Customer Service Directorate - Contact Centre

Type of role

Contact Centre
Operational Delivery

Working pattern

Flexible working, Full-time, Job share, Part-time, Shift Working

Number of posts




About the job


At DVLA, we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.

Contact Centre Advisor

Salary: £21,841

Location: Swansea

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 vibrant Contact Centre. Your role as an advisor will be to answer inbound contacts, providing our customers with support, information and an outstanding service.

You will play a key role in being part of a team that works in a fast-paced environment, which will require you to use your multi-tasking skills. 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.

Full training will be provided to develop you into a multi-skilled Contact Centre Advisor. Therefore, you don?t need any experience to join us, just a dedication to provide a high-quality service to the public.


Key accountabilities of the role include:

  • To respond to enquiries from the public, investigate and resolve issues, complaints and cases, to aid accuracy and enforcement in line with Agency policy and legislation
  • Provide and seek advice/information from relevant customers and/or stakeholders in a professional and timely manner
  • Ensure that all information is captured in an accurate and timely manner on relevant systems
  • Navigate and record information on multiple systems whilst engaging with customers.

For further information about the role, please refer to the role profile attached.

Additional Information

These opportunities will be available from January and based within one of our DVLA sites in Swansea.

The Contact Centre?s operating hours are between 8am and 8pm Monday to Friday, and 8am and 4pm on Saturdays. The initial training period will take place during Monday to Friday, 8am to 4pm. Due to the in-depth training and support you?ll be given, part time staff will be required to work full time hours during the training period which is approximately 6 - 8 weeks.

Following the initial training period, you will be expected to work a fixed shift until 8pm during Monday to Friday and until 4pm on Saturdays, for a period of up to 6 months, from which point you will be required to work a flexible shift pattern within these times. 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, 10 weeks in advance.

DVLA are following current government guidelines and as this role requires staff to carry out essential operational duties on site you will be required to attend the office. Due to the current and ongoing COVID-19 situation you will be expected to adhere to all safety measures that are in place whilst on site.

About You

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.

You don?t need any formal qualifications or experience to join us, just a dedication and drive to provide a high-quality service to the general public. The Contact Centre actively encourages development and for staff to use and stretch the skills they have in order to support the business. If you can speak Welsh, you?ll also be able to answer calls on our Welsh language line.

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have 6 staff network groups run by staff to support their colleagues: Freedom (LGBT), Ability (Disabilities), Gender Equality, Unity (Ethnicity), Mental Health Network and Carers Support Network.

If you are interested in the role but would like to find out more information, please see our Candidate Information Booklet which can be found at the bottom of this advert.

About Operational Delivery Profession
Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services?.

Technical skills

We'll assess you against these technical skills during the selection process:

  • Resilience Framework - Optimism

  • Resilience Framework - Self-control

  • Resilience Framework - Handling Pressure


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

If you would like to read more about the great opportunities and benefits of working at DVLA visit our Careers website.

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