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, assess, log, and investigate complaints and enquiries, and draft quality replies to prevent escalations, process refunds, and rebook 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 promoting a healthy 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 responsible for responding to customer correspondence within ten working days. They will manage their workload, assess, log, and investigate complaints and enquiries, and 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.
The role involves participating in team meetings, contributing to the staff engagement plan, and working closely with colleagues to ensure a high level of service and continuous improvement. Additional tasks may include taking notes during meetings or compiling information for management.
Responsibilities include, but are not limited to:
* Drafting replies to customer complaints and enquiries, making effective decisions, and taking appropriate actions. Ensure responses are correct and incorporate feedback from managers.
* Adopting Cleary DVSA values in written correspondence to provide clear, concise, and understandable responses.
* Liaising with colleagues from Corporate Office and Operational staff to identify and avoid escalation reasons and help respond to 90% of correspondence within 10 working days.
* Analyzing and collating information from SMEs 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 informational purposes only and may not all be assessed during the recruitment process. This advert will specify what will be assessed.
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