Customer Service Centre Agent

Full TimePart Time Permanent
  • Swansea, UK
  • Post Date: January 12, 2021
  • Apply Before: January 22, 2021
Job Description

You will be providing quality support, advice and guidance to both internal and external customers, contributing to improvement in road safety, environmental standards and the reduction of vehicle crime.

You will handle inbound and outbound customer contact which includes phone calls and email correspondence whilst using our IT systems to record critical information. You will be working in a fast-paced environment which will require you to be multi skilled when helping our customers.

You will provide cover on a rota basis, which is currently between 07:30 am to 18:00 pm Monday to Friday, to support your colleagues and deliver a high level of service to our customers.


Roles and Responsibilities

  • Handling inbound and outbound customer contact including phone calls and email correspondence relating to all aspects of testing, enforcement and related matters
  • Adhering to current legislation and processes to provide first point of contact customer resolution
  • Administration and processing of Scheme and non Scheme related applications including telephone, email and white mail requests, booking amendments, take credit card payments and issuing certificates as and when necessary
  • Taking and recording specific information from callers relating to Smoky Vehicles Complete the relevant paperwork and forward the information to the appropriate Area Office
  • Assisting with general administration duties

For a full list of roles and responsibilities, please see the attached Candidate Pack

Additional information

Please note that we are currently following Government guidelines and working from home where practicably possible.

We would like to make you aware that, if successful, there would be a requirement for you to attend the office on some occasions during your training period.

Also, whilst we are currently working remotely, this may not be the case in the long term and you may be required to work from the office at some future point.

A statutory Code of Practice on the English Language requirement of Public Sector workers came into force on 21st November 2016. As a result, all customer facing roles in the Department for Transport require the ability to converse with members of the public and provide advice in accurate spoken English (or Welsh where necessary). All customer facing staff are required to be able to express themselves fluently and spontaneously, almost effortlessly, and only a conceptually difficult subject can hinder a natural smooth flow of language. Your spoken and written English ability will be assessed at interview, and only applicants who meet these requirements will be considered for this role.

About you

We are looking for someone with superb written and verbal communication skills and is passionate about providing an excellent service to our internal and external customers.

You take pride in completing your work to the highest standard, managing a sometimes demanding workload where you need to prioritise tasks to make sure you meet targets.

You enjoy collaborating with your team, taking responsibility for your own performance and objectives, while supporting others to do the same.

About Us

The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain’s roads.
We do this by helping people through a lifetime of safe driving, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

Our work affects millions of people and thousands of businesses. Most importantly, our work saves lives.

We’re an innovative organisation that values professional expertise. We invest in our people and champion inclusive and diverse teams. And we make sure colleagues have the skills to meet the needs of Britain’s road users.

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

Diversity: Our vision is to support and develop everyone who chooses to work for us. We care deeply about diversity and equality. And we create a positive culture that’s friendly, welcoming, respectful and full of opportunities for professional and personal development.


We’ll assess you against these behaviours during the selection process:

  • Developing Self and Others
  • Working Together
  • Delivering at Pace
  • Managing a Quality Service
  • Communicating and Influencing


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.

To learn more about life as an employee of the DVSA visit our Careers website.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

The Civil Service Nationality Rules has been updated following the United Kingdom’s exit from the European Union. The new rules will come into effect on 1st January 2021. We urge people from the EU, European Economic Area and Switzerland to be familiar with the updated Nationality rules prior to applying for this role.

How to Apply

As part of the application process you will be asked to complete a personal statement. Further details around what this will entail are listed on the application form.

In no more than 500 words, please tailor your personal statement to demonstrate when you have:

  • Used your written and verbal communication skills to deliver a key message
  • Handled a challenging enquiry with sensitivity
  • Prioritised workloads to aid productivity
  • Managed your time effectively

After submitting your application, you will be issued a link to a Situational Judgement Test (SJT) via email on 25/01/2021. If you have not received this by 12:00 on the 26/01/2021 please check your junk/spam email first before contacting us as soon as possible on

The deadline for completion of the SJT is 23:45 on 29/01/2021

Selection Process

The sift is due to take place from the 01/02/2021

Interviews/assessments are likely to be held from the 16/02/2021

This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.

We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates

How to Apply

We’ve designed the selection process specifically for this role. So your assessment could include:

  • an interview with one or more exercises

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Please see attached candidate notes for further information about our recruitment process.

The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate to be successful.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

You can read more about Success Profiles here visit our Careers website.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email for assistance.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UKs
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :
Name : Simon Fuge
Email :

Recruitment team :
Email :

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Visit the Civil Service Commission website at


Candidate Pack Corporate Affairs and Commercial Opens in new window(pdf, 2466kB)

Candidate Guidance for CV and Personal Statement Opens in new window(pdf, 405kB)

Candidate Notes Opens in new window(pdf, 823kB)