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About DVLA’s Contact Centre

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 15 years, we’ve been Customer Contact Association accredited – currently at Global Standard 8. This means we’ve been recognised by a professional body for the outstanding customer experience we provide, something we’re immensely proud of. What is even more impressive is that we’re actually the first organisation to go through the level 8 accreditation, which is the highest level that can be achieved.

Our people

We have over 800 Telephony Advisors working across two locations who are the first point of contact for our customers. In a nutshell, they are responsible for getting drivers and vehicles taxed and on the road as simply, safely and efficiently as possible. Some other aspects of the role include:

  • engaging with customers in a polite and professional manner, using knowledge articles to provide advice
  • capturing customer information in an accurate and timely manner on the relevant systems
  • liaising with internal colleagues from across DVLA to help solve a customer’s query when required
  • processing customer payments, ensuring cases are updated correctly

We run multiple Telephony Advisor schemes each year – find more information about the role and the recruitment process here.

Internal progression

If you’re looking for a career at DVLA, the contact centre is the perfect place to start. Did you know that the majority of our current team leaders began their journey as a Telephony Advisor?

If you’re interested in a different path, we also have multiple support areas including training, business support and service performance, which all play a crucial role in ensuring our centre functions to the highest standard.

So, if you have the drive and determination, we’ll provide you with endless opportunities to progress in your career.

What’s in it for me?

We offer a range of benefits through working at our contact centre, including:

  • An excellent salary – £22,497 based on full time hours (pro-rata for part time colleagues).
  • 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 an 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’re committed to helping you reach your full potential, so you’ll receive monthly one to ones that are designed specifically for your own 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 – Our Operational and Customer Service Directorate runs an in-year Reward scheme which enables colleagues to be recognised for the great work they do
  • Charity – We take an active approach in raising funds for DVLA’s chosen charity of the year. This means there’s always plenty of fun activities to get involved in from competitions to bake sales and raffles – the list goes on!
  • Pension – The Civil Service offers a highly competitive pension scheme. More information can be found on the Civil Service Pension scheme website
  • Location – Our colleagues are based in two locations in the UK. A large proportion of telephony advisors are based in our state-of-the-art contact centre in Swansea Vale which 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 – check your commute online

    We also have over 100 telephony advisors based in the Grade II listed Baskerville House in Centenary Square in Central Birmingham. As the office is in the heart of the city centre there are numerous shops and food outlets on your doorstep. There are also great transport links available, with multiple train stations just a ten-minute walk away and a bus and tram stop directly opposite our building – check your commute online

Staff Network Groups

We strongly believe in having a diverse and inclusive workplace where everyone is valued and treated with dignity and respect. Our colleagues lead our Staff Networking Groups and provide support for everyone working at DVLA. They aim to positively influence the working environment, creating a culture of inclusivity for all.

Working Hours

Our contact centres operate 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 leaders
  • Weekly reviews to monitor progress

Ready to apply?

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