DFT/558/13/DVLA Customer Service Advisor (telephony) Apprentice, - Ref:1384460
Department
Driver and Vehicle Licensing Agency
Business Area
Contact Centre
Number of Vacancies
12
Location: Region
Wales
Location: City/Town
Swansea
Location: Building/Site
Swansea Vale, SA7 0EE
Grade
AO
Salary Minimum
£16,735
Salary Maximum
£18,000
Type of Role
Contact Centre
Other
Other
Reserved/Non Reserved posts
This is a Non Reserved post under the Civil Service Nationality Rules and is therefore open to UK, Commonwealth and European Economic Area (EEA) Nationals and certain non EEA members.
Security
Basic check
Disclosure and Barring service (DBS) check
This post does not require a Disclosure and Barring service (DBS) check
Is a medical required for this post?
No
Job Description
This Vacancy is open at Stage 4 - External recruitment.
The role of a DVLA Contact Centre Advisor Apprentice is to deliver a professional telephone service in response to multi-dimensional customer enquiries, providing accurate and timely information.
Advisors answer in the region of 100 telephone enquiries per day from the general public in relation to Vehicle and Driver Licensing. In a typical 37 hour working-week, 33 hours would normally be spent answering enquiries on the telephone. Following completion of the Contact Centre’s training programme, which consists of two modules, you will join a busy, dynamic and forward-thinking workforce.
Working as part of a team, you will receive full support from a coach and your line manager. You will also attend weekly team communication meetings designed to ensure you get timely and accurate updates.
This is a full time role and you are required to have a flexible approach to your working life which will include a variety of shift patterns. Full details will be provided but shifts range between 8:00am and 8:30pm and include some Saturday working.
As part of your apprenticeship you will attain a Qualification Credit Framework (QCF) Level 2 Diploma in Contact Centre Operations along with 11 fellow apprentices. Over an agreed period, you will attend the Gower College Swansea who will provide all learning and support for the Diploma course.
The course will provide you with a flexible qualification which will give you:
- An understanding of Contact Centre principles – systems, roles and processes
- An insight into DVLA and the opportunity to undertake Agency themed projects
- An opportunity to gain recognition for existing skills and to develop new skills
- A nationally recognised qualification
While you work towards your Level 2 Diploma in Contact Centre Operations qualification, a member of the Contact Centre’s Senior Management Team will be your mentor. You will work with apprenticeship colleagues on three exciting projects that will allow for shared learning and the opportunity to put your recommendations to DVLA management.
The role of a DVLA Contact Centre Advisor Apprentice is to deliver a professional telephone service in response to multi-dimensional customer enquiries, providing accurate and timely information.
Advisors answer in the region of 100 telephone enquiries per day from the general public in relation to Vehicle and Driver Licensing. In a typical 37 hour working-week, 33 hours would normally be spent answering enquiries on the telephone. Following completion of the Contact Centre’s training programme, which consists of two modules, you will join a busy, dynamic and forward-thinking workforce.
Working as part of a team, you will receive full support from a coach and your line manager. You will also attend weekly team communication meetings designed to ensure you get timely and accurate updates.
This is a full time role and you are required to have a flexible approach to your working life which will include a variety of shift patterns. Full details will be provided but shifts range between 8:00am and 8:30pm and include some Saturday working.
As part of your apprenticeship you will attain a Qualification Credit Framework (QCF) Level 2 Diploma in Contact Centre Operations along with 11 fellow apprentices. Over an agreed period, you will attend the Gower College Swansea who will provide all learning and support for the Diploma course.
The course will provide you with a flexible qualification which will give you:
- An understanding of Contact Centre principles – systems, roles and processes
- An insight into DVLA and the opportunity to undertake Agency themed projects
- An opportunity to gain recognition for existing skills and to develop new skills
- A nationally recognised qualification
While you work towards your Level 2 Diploma in Contact Centre Operations qualification, a member of the Contact Centre’s Senior Management Team will be your mentor. You will work with apprenticeship colleagues on three exciting projects that will allow for shared learning and the opportunity to put your recommendations to DVLA management.
Qualification(s)
Minimum grade C in GCSE English and Mathematics or equivalent.
Working Pattern
This job/these jobs are available for full-time, part-time or flexible working arrangements (including Job Share arrangements).
Employment Terms: Post Type
Apprenticeship
Employment Terms: Hours
37
Interview location and dates
Swansea, details to be confirmed.
Assessment Centres/Offline tests
The selection process will comprise of a sift, followed by an assessment event.
Contact and further details
For further information on this role please contact: amanda.payne@dvla.gsi.gov.uk
Applications are limited to candidates aged 16 to 24 only.
To apply for the role please follow the link below to the vacancy advertised on the Apprenticeship Matching Service website:
http://ams.careerswales.com/TrainingProviders/CWA/ManageVacancy.aspx?id=18538
Please note new entrants are expected to start on the minimum salary. Existing civil servants applying on promotion will have their pay determined under promotion rules based on their current salary.
In order to process applications without delay, we will be sending completed Criminal Disclosure checking forms to Disclosure Scotland on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Civil Service Resourcing of your intention by emailing dftjobs.csr@hmrc.gsi.gov.uk.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk.
Applications are limited to candidates aged 16 to 24 only.
To apply for the role please follow the link below to the vacancy advertised on the Apprenticeship Matching Service website:
http://ams.careerswales.com/TrainingProviders/CWA/ManageVacancy.aspx?id=18538
Please note new entrants are expected to start on the minimum salary. Existing civil servants applying on promotion will have their pay determined under promotion rules based on their current salary.
In order to process applications without delay, we will be sending completed Criminal Disclosure checking forms to Disclosure Scotland on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Civil Service Resourcing of your intention by emailing dftjobs.csr@hmrc.gsi.gov.uk.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk.
The Civil Service is committed to providing services which embrace diversity and which promote equality of opportunity. We also offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria.
We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, HIV positivity, working pattern, caring responsibilities, trade union activity or political beliefs - or any other grounds.
We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, HIV positivity, working pattern, caring responsibilities, trade union activity or political beliefs - or any other grounds.
Pension Statement
Pension schemes are available and more information will be provided to successful candidates. For further information on these schemes please refer to the following website www.civilservice.gov.uk/pensions.
The Cabinet Office’s recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.http://civilservicecommission.independent.gov.uk/news/recruitment-principles/
lf your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact the recruiting department in the first instance https://jobs.civilservice.gov.uk/help/faq.cgi
If you are not satisfied with the response you receive you can contact the Civil Service Commission.http://civilservicecommission.independent.gov.uk
lf your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact the recruiting department in the first instance https://jobs.civilservice.gov.uk/help/faq.cgi
If you are not satisfied with the response you receive you can contact the Civil Service Commission.http://civilservicecommission.independent.gov.uk
Closing date
24 Nov 2013
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