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, lead on approvals, 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 by assessing, logging, and investigating complaints and enquiries, then 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 as appropriate.
Joining our department offers 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 30 days), plus 8 bank holidays, including a privilege day for the King’s birthday.
* Flexible working options to promote a healthy work-life balance.
See more in the Benefits section below!
Learn more about working at DVSA: Driver and Vehicle Standards Agency - Department for Transport Careers.
The Public Liaison Correspondence Administrator is responsible for responding to customer correspondence within ten working days, managing their workload, and ensuring quality responses. They will liaise with various departments and test centres, speak with customers and colleagues, and contribute to team meetings and staff engagement initiatives. Additional tasks may include note-taking during meetings or compiling information for management.
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.
* Applying Cleary DVSA values in written correspondence to ensure clarity, conciseness, and understandability.
* Liaising with colleagues from Corporate Office and Operational staff to prevent escalations and achieve a response target of 90% within 10 working days.
* Analyzing and collating information from subject matter experts to ensure accuracy and proper handling of information.
For more details, please read the role profile. Note that while all elements are relevant, not all will necessarily be assessed during recruitment. The advert will specify what will be assessed.
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