Customer Response Team Member – DVLA (remote)

Location: Swansea, UK (Remote/Office-based options available)Department: Customer ServicesJob Type: Full-time / Part-timeSalary: £Competitive + Benefits

About Us

The Driver and Vehicle Licensing Agency (DVLA) is a key part of the UK’s transport network, responsible for the registration and licensing of vehicles and drivers. We take pride in delivering a high standard of service to millions of customers every year. We’re looking for dedicated and customer-focused individuals to join our Customer Response Team to help provide excellent support and service.

Key Responsibilities:

• Handle customer queries and requests through multiple communication channels including phone, email, and social media.
• Provide clear, accurate, and timely responses to a wide range of customer inquiries related to vehicle registrations, driving licenses, and other DVLA services.
• Assist customers in resolving complex queries, including issues with online applications, document processing, and general account support.
• Record and maintain accurate details of customer interactions and update databases as necessary.
• Identify and escalate any unresolved or complex cases to the appropriate department.
• Work as part of a team to ensure service level agreements (SLAs) and customer satisfaction targets are consistently met.
• Stay up to date with DVLA policies, procedures, and relevant legislation to provide accurate and compliant information to customers.

What We’re Looking For:

• Previous experience in a customer service or contact center environment is highly desirable but not essential.
• Excellent verbal and written communication skills.
• Ability to work efficiently in a fast-paced environment while maintaining attention to detail.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A commitment to providing outstanding customer service and contributing to a positive customer experience.
• Basic IT skills and familiarity with Microsoft Office and other relevant software.

What’s In It For You:

• Competitive salary with opportunities for career progression.
• Flexible working options including remote working, depending on location.
• Comprehensive training program to help you succeed in your role.
• Access to a generous pension scheme and a range of staff discounts.
• A supportive and inclusive workplace culture with opportunities to grow and develop within the DVLA.

How to Apply:

If you’re passionate about delivering excellent customer service and want to be part of a team that makes a difference, we encourage you to apply! Submit your CV and a cover letter outlining your skills and why you’re suited for this role.

DVLA is committed to equality and diversity in the workplace. We encourage applications from all backgrounds and are dedicated to providing an inclusive environment for all our employees.