Contact Centre Telephony Advisor - Swansea

Job summary

Are you an excellent communicator who enjoys helping others?

Do you love working as part of a team, bringing an enthusiastic approach every day?

Would you like to make a difference by supporting customers across the UK?

If so, then we’d love to hear from you!

The DVLA maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.

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 annual leave), plus 8 bank holidays a privilege day for the King’s birthday

• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Driver and Vehicle Licensing Agency - Department for Transport Careers

Job description

This is an exciting opportunity for hardworking individuals to join our Contact Centre. Located in Swansea Vale, Llansamlet, your role as an advisor will be to answer inbound customer queries, providing our customers with support, information, and an outstanding service.

The role does not involve any sales or cold calling.

You will play a pivotal role in being part of a supportive and welcoming team environment. You will be coached to develop excellent customer service skills and techniques, combined with a potential requirement to utilise a range of multi-channel services, such as email, webchat, and phones, in a fast-paced environment.

You will be the first point of contact for providing guidance, support, and advice to the British public, supporting us to get the right drivers and vehicles taxed, and on the road, as simply, safely, and efficiently as possible.

Your responsibilities will include, but aren’t limited to:

1. To deliver excellent customer service, through a variety of customer channels (telephony, multi-channel, wider operational functions) by investigating and resolving customer issues, complaints, cases, and processing customer payments in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation.
2. To provide and seek advice/information from relevant customers and/or stakeholders to ensure swift resolution to enquiries/complaints.
3. To work well with colleagues, listen to the views of others and try to see issues from other’s perspectives, continuing to develop and take on board feedback to continuously improve.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Webinar Sessions:

If you would like to find out more about the role and what it’s like to work at the DVLA Contact Centre, register to join one of our webinar sessions below:

Swansea Contact Centre webinar - Monday 9 February - 12pm

https://events.teams.microsoft.com/event/1b09affc-a033-49aa-ad24-2f1cef3e57c0@99d20d2d-8923-45d8-b9ad-5038c97582e3

Swansea Contact Centre webinar - Wednesday 11 February - 6pm

https://events.teams.microsoft.com/event/9d6f6d3a-6665-434b-ba33-506dcc35f07e@99d20d2d-8923-45d8-b9ad-5038c97582e3

Once you have registered, you will be emailed with a link to the session – don’t forget to check your junk mail.

This is a fantastic opportunity to be part of a vibrant department that will help grow your skills and experience and support your continuous development.

Person specification

To be successful in this role you will need to have the following:

• We are looking for people with strong communication skills who are passionate about providing an excellent service to our customers. You can adapt your approach to suit individual customer needs and break down information to improve the customer understanding. You take pride in completing your work to the highest standard and are resilient when managing a fast-paced workload.
• It would be beneficial if you are confident using IT systems, as you will need to navigate multiple computer systems on dual screens whilst answering customer queries.
• You don’t need any previous experience or qualifications to join us, we are looking for hardworking and resilient team players, who are enthusiastic and genuinely want to support our customers with their needs.

Additional Information

The Contact Centre actively encourages development and for all colleagues to use and stretch the skills they have to fulfil their potential and support the business. We welcome applications from candidates who can speak Welsh and English, which will allow you to answer calls from our Welsh speaking customers. We also offer opportunities for all staff to improve their Welsh language skills once they join us.

Customer facing roles in DfT require the ability to converse with members of the public and provide advice in accurate spoken English.

This will be assessed during the selection process. Please refer to the English Language Code of Practice for more information. Welsh language skills would be useful in this role, but it is not an assessment criterion, so it won’t put you at any disadvantage during recruitment if you aren’t a Welsh speaker.

Please note that the advertised webinars and assessment process will be held in English.

About Operational Delivery Profession

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 25 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

The Contact Centre’s current operating hours are between:

• 8am and 7pm Monday to Friday and 8am and 2pm on Saturdays.

You will be expected to work full time hours in your designated workplace during the initial training period (up to 8-10 weeks) which will generally take place Monday to Friday,between the hours of 8am and 6pm.

Following the initial training period, you will work a flexible shift pattern within the hours of 8am and 7pm Monday to Friday, and 8am and 2pm on Saturdays.

A standard full-time employee will work 8 hours over 4 days and 5 hours on 1 day.

You will be allocated a day off during Monday to Friday if you work on a Saturday. Shifts are provided on a rolling weekly basis, 11 weeks in advance.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Most of the positions will be based in the Contact Centre. However, if successful, you could be offered a position in the Contact Centre in Swansea Vale, or the Operational area at our Morriston site. This will be dependent on availability and business requirements at the time of recruiting. The operating hours within the Operational area are between 6am to 6pm Monday to Friday.

Visa Sponsorship

Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker Sponsor License and are unable to sponsor any individuals for Skilled Worker Sponsorship.

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

• DVLA Contact Centre Resilience Behaviour Framework - Self Control

Benefits

Alongside your salary of £26,607, Driver and Vehicle Licensing Agency contributes £7,708 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• 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 annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Technical skills.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant's qualifications, skills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Complete basic personal information

Stage 2: Customer service assessment and interview

You must be successful at each stage to progress to the next stage.

Stage 1: Complete basic personal information

You are required to complete your personal information to progress to the next stage of the process.

Stage 2: Customer service exercise and interview.

At this stage, you will be assessed against the following Success Profile elements:

• Behaviours – Working Together and Managing a Quality Service
• Strengths
• Technical - DVLA Contact Centre Resilience Behaviour Framework - Self Control

Your assessment will include:

• a customer service exercise where you will be asked to respond to a range of customer service queries over the telephone and online. You will be provided with information to assist you in this.
• an interview

The assessment/interview will be held between 28 February - 21 March 2026.

This will be conducted online via Microsoft Teams. Further details will be provided to you should you be invited to the assessment.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window).

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

Further information on the selection process

Feedback on your application can only be provided if you attend an interview or assessment.

We will also hold a 12 month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit theHow We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

Hate speech or discriminatory behaviour

Threats or acts of violence

Illegal activity or substance misuse

Sexually explicit material

Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public.

Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle—it’s about checking for potential red flags that might affect the role or company culture.

If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Daniel Jones
• Email : ocsdaorecruitment@dvla.gov.uk

Recruitment team

• Email : dftrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here

Attachments

Role Profile English Opens in new window (pdf, 162kB)Role Profile Cymraeg Opens in new window (pdf, 244kB)Resilience Behaviour Framework 2021_English Opens in new window (pdf, 149kB)Resilience Behaviour Framework 2021_Cymraeg Opens in new window (pdf, 227kB)