Contact Centre Telephony Advisor - Swansea

Career Choices Dewis Gyrfa Ltd; Swansea; On-site; GBP 27,000; Full time

Job summary

A government department in the UK is seeking a customer service advisor to join their DVLA team in Swansea. The role involves handling inbound queries, providing outstanding service, and supporting the public with vehicle licensing and taxation. Ideal candidates will have excellent communication skills and a strong commitment to teamwork. This permanent, full-time position offers a salary of £26,607 per year along with numerous benefits including a generous pension scheme and flexible working options.

Benefits

28 days annual leave

Employer pension contribution of 28.97%

Flexible working options

Qualifications

• Ability to support customers across multiple channels including telephony and web.
• Experience in resolving customer issues and complaints.
• Commitment to continuous improvement through feedback.

Responsibilities

• Deliver excellent customer service through various channels.
• Investigate and resolve customer issues and complaints.
• Provide support and guidance to the British public regarding driver and vehicle licensing.

Skills

Excellent communication skills

Teamwork

Customer service skills

Job description

Employer:

Government Recruitment Service

Location:

Pay:

£26,607 per year

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

Yes

Closing Date:

28/12/2025

About this job

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 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 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.

Webinar Sessions: If you would like to find out more about the role and what it’s like to work at the DVLA Contact Centre register to join one of our webinar sessions below: Swansea Contact Centre webinar

• Thursday 4 December - 12 - 1pm: https://events.teams.microsoft.com/event/88dc4e1e-8342-4860-bb86-8c0c925f0e1e99d20d2d-8923-45d8-b9ad-5038c97582e3 Once you have registered, you will be emailed with a link to the session
• don’t forget to check your junk mail.

This is a fantastic opportunity to be part of a vibrant department that will help grow your skills and experience and support your continuous development. https://www.youtube.com/embed/U-013BlJCbE?sifKGY6r3lol9_9nEA

Proud member of the Disability Confident employer scheme

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).