Contact Centre Advisor

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

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:

• 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.
• To provide and seek advice/information from relevant customers and/or stakeholders to ensure swift resolution to enquiries/complaints.
• 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.

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)

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 skills and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Personal information & Online Test

Stage 2: Assessment - Customer Service Exercise

Stage 3: Interview

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

Stage 1: Personal Information & Online test

After submitting the first stage of your application (personal details), you will be invited to complete the Civil Service Styles Assessment (CSSA). This assessment must only be completed once. Candidates who submit more than one CSSA attempt will be withdrawn from the recruitment process. At this stage, you will be assessed against the Behaviours element of the Success Profiles Framework.

You will be assessed on all 9 Civil Service Behaviours: Seeing the Big Picture, Changing & Improving, Making Effective Decisions, Leadership, Communicating & Influencing, Working Together, Developing Self and Others, Managing a Quality Service & Delivering at Pace.

If you successfully pass the assessment, you will be invited to the next stage of the application. (please see ‘stage 2’ for further information).

Please complete the online test as soon as possible (within 24-48 hours is recommended) to give yourself enough time to complete the full application. The online test must be completed by the closing date on the advert, otherwise your application will be rejected.

There is comprehensive candidate guidance for the Civil Service Styles Assessment (CSSA). We strongly recommend candidates to read the assessment guidance, watch the information video and to take the practice test prior to completing the real assessment. We know from previous candidate experience that this preparation helps candidates know what to expect from this type of assessment and get the best out of it.

Guidance for the tests will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

Stage 2: Customer Service Exercise

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

• 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.

The assessment will be held week commencing Monday 21st September 2026.

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

Stage 3: Interview

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

• Behaviours – Working Together and Managing a Quality Service
• Strengths

Interviews will be held week commencing Monday 26th October 2026.

This interview will be conducted in person at our Swansea office (DVLA Swansea, Longview Road, Morriston, Swansea, SA6 7JL). Further details will be provided to you should you be selected for interview.

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).

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further information on the selection process

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for

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

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

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How 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

If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.

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

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