Are you an experienced leader who encourages others to excel and is passionate about continuous improvement?
Do you enjoy collaborating with teams, managing tasks efficiently, and striving to meet targets while maintaining high standards of customer service and internal communication?
Can you analyze information carefully, including semi-complex financial data, leading on approvals? Are you able to contribute ideas for service improvements and manage your tasks effectively, all while maintaining positive relationships with colleagues and customers?
If so, we’d love to hear from you!
The post holder is required to respond to customer correspondence within 10 working days of receipt. They will manage their workload, assess, log, and investigate complaints and enquiries before drafting quality replies to prevent escalations, processing refunds, and rebooking where necessary. They will liaise with different departments and test centres, speaking to customers and colleagues via phone/Teams and email where appropriate.
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), plus 8 bank holidays and a privilege day for the King’s birthday.
* Flexible working options that encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about working at DVSA: Driver and Vehicle Standards Agency - Department for Transport Careers.
The Public Liaison Correspondence Administrator is required to respond to customer correspondence within ten working days. They will manage their workload, assess, log, and investigate complaints and enquiries, then draft quality replies to prevent escalations, process refunds, and rebook where necessary. They will liaise with various departments and test centres, speaking to customers and colleagues via phone/Teams and email where appropriate.
The post holder will participate in team meetings and contribute to the staff engagement plan, working closely with colleagues to ensure consistent service delivery and continuous improvement. Additional tasks such as taking notes during meetings or collating information for management may be assigned on an ad-hoc basis.
Responsibilities include, but are not limited to:
* Drafting responses to customer complaints and enquiries, making effective decisions, and taking appropriate actions. Ensuring responses are correct and incorporating feedback from managers.
* Adopting Cleary DVSA values in written correspondence to ensure responses are clear, concise, and understandable.
* Liaising with colleagues from Corporate Office and Operational staff to identify and prevent reasons for escalations and help achieve the target of responding to 90% of correspondence within 10 working days.
* Analyzing and collating information provided by subject matter experts to ensure responses are accurate and information is handled securely.
For further details, please read the role profile. Note that the role profile is for information only; all relevant elements will be assessed during the recruitment process.
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