Join our friendly team as a Contact Centre Advisor!

This is an exciting opportunity to join our hardworking team based in Swansea.

DVLA are looking to hire 30 Contact Centre Advisors to play a crucial part in delivering an excellent service; providing support and guidance to ensure drivers and vehicles are taxed and safe on the roads.

Full training will be provided so no experience is necessary!

About DVLA’s Contact Centre

For over 50 years, DVLA has been known as one of the largest employers in south Wales, and fortunate to be located in one of the most beautiful, up-and-coming cities in the United Kingdom.

At our Swansea-based sites we have a diverse range of working environments – over 5,000 workstations, 2 large print facilities, warehouse storage areas, purpose-built training facilities, restaurants, and our own contact centre.

The Operational and Customer Service Directorate (OCSD) is the largest directorate in DVLA with over 4,000 colleagues striving for excellence in everything they do.

Our award-winning contact centre plays a pivotal role in OCSD as it’s the front line for customer contact, answering more than 18 million phone calls every year. And, our centre doesn’t just take calls, we’re also a multi-channel service provider responding to over 600,000 emails and webchats and dealing with over 1 billion online enquiries every year too.

For the past 14 years, we’ve been CCA (Customer Contact Association) accredited – currently at Global Standard 7. This means we’ve been recognised by a professional body for the outstanding customer service experience we provide, something we’re immensely proud of.

The Role

In a nutshell, as a Contact Centre Advisor you’ll engage with our customers in a polite and professional manner, providing accurate advice on driving licence or vehicle enquiries via inbound contact.

Some other aspects of the role include:

  • taking payments from our customers      
  • liaising with internal colleagues across DVLA when required
  • meeting personal targets and in doing so support the organisation in the achievement of its overall objectives
  • adhering to Health and Safety, Data Protection and Security Policies

Alongside these tasks you would also be expected to:

  • work well with colleagues within a team and the wider business, listen to the views of others and try to see issues from other perspectives
  • take time to continue to self-develop, take on board feedback and identify any gaps in knowledge, skills, and behaviour in order to improve
  • maintain a consistently high performance and remain engaged and resilient in a repetitive and pressurised environment to deliver results

Contact Centre Advisor Benefits

We offer key benefits through working at our contact centre:

  • Excellent salary – £22,497 based on full time hours (Part time hours are calculated pro-rata)
  • Annual Leave – 25 days per year, accruing an extra day of leave per year of service, up to 30 days (pro rata for part time colleagues)
  • Flexi – you can earn ‘flexi’ time by working additional 15 minutes before your shift, and/or after your shift, depending on telephony demand and resource. You can take this time back in addition to your annual leave (subject to business needs and availability, conditions apply).
  • Training and Coaching – Our experienced and award-winning teams will provide you with full training and coaching covering the systems you’ll use, knowledge to carry out the role and a comprehensive customer service package which is continuously updated with any legislative changes.
  • Development and support – We want all our colleagues to reach their full potential, that’s why you’ll receive monthly 121s that are designed specifically for you and your personal development
  • Our culture – The Contact Centre is a busy, friendly and vibrant place to work. When asked what our colleagues’ value most, the team camaraderie and family atmosphere always comes out on top
  • Recognition – OCSD run an In-Year Reward scheme which enables colleagues to be recognised for the great work that’s done throughout the year
  • Charity – The Contact Centre takes an active approach to raising funds for the DVLA’s chosen charity of the year. This involves many charity events throughout the year such as virtual quizzes, competitions and raffles
  • Pension – The Civil Service offers a highly competitive pension scheme. If you would like further information on Civil Service Pension schemes, please click here
  • Location – The state-of-the-art Contact Centre is currently based in Swansea Vale and is within walking distance to various amenities such as shops and food outlets. There’s also a number of walking routes situated around the site, offering you the opportunity to take in some of the stunning scenery Swansea has to offer

Staff Network Groups

The Contact Centre embraces the diversity of our staff through the work achieved by Staff Networking Groups for race, religion, sexuality and gender, and encourages staff to get involved in these groups.

Working Hours

The contact centre is based in the Swansea Vale DVLA site in Llansamlet, just minutes from the M4. It operates between the hours of 8am to 7pm, Monday to Friday and 8am to 2pm on a Saturday. Shift patterns within these working hours can offer excellent flexibility to suit a wide range of different lifestyles and interests.

Full Training Provided

As a newly enrolled Contact Centre Advisor you’ll receive full training, which will involve:

  • Call handling techniques
  • How to answer common customer queries and provide advice to customers
  • How to process transactions, such as replacing a lost driving licence
  • One to one and group support from experienced trainers and managers
  • Weekly reviews to monitor progress

What our people say

How our recruitment scheme works

The recruitment scheme begins by registering your details via Civil Service Jobs here.

After submitting an application, all candidates who apply will be invited to attend a telephone assessment and short interview at one of our offices.

The telephone test has been designed by the contact centre to simulate the role of our advisors. You’ll be presented with a range of call types that test against the various abilities required of our advisors. The interview will aim to understand your strengths and how you would react in certain situations which can often occur in the role of a Contact Centre Advisor.

If you pass the telephone test and interview, you’ll be offered a position at the earliest opportunity from March 2023 onwards.

Ready to apply?

To see all of DVLAs current vacancies and sign up to job alerts please visit Civil Service Jobs here: