Contact Centre Telephony Advisor - Swansea

Government Recruitment Service; Swansea; On-site; GBP 60,000 - 80,000; Full time

Job summary

A public sector organization in Swansea is seeking a Customer Service Advisor to provide exceptional support to the public. The role requires excellent communication skills and the ability to work collaboratively within a team. Responsibilities include handling inbound queries and resolving customer issues through various channels, ensuring a high level of service. Opportunities for personal and professional development are included, with robust support from management.

Benefits

Employer pension contribution

25 days annual leave plus bank holidays

Flexible working options

Qualifications

• Excellent communication skills.
• Ability to work as part of a team.
• Experience in customer service preferred.

Responsibilities

• Deliver excellent customer service across various channels.
• Investigate and resolve customer issues and complaints.
• Collaborate with colleagues and accept constructive feedback.

Job description

Overview

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.

Benefits

• 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

Role overview

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.

Responsibilities

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.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

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.

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.