CSC Processing Agent

Job summary

Can you communicate clearly and provide accurate support to customers and colleagues?

Have you got the confidence to handle challenging enquiries and resolve problems effectively?

Are you organised, comfortable using digital systems and able to manage competing priorities?

If so, we’d love to hear from you!

The Driver and Vehicle Standards Agency (DVSA) is recruiting a CSC Processing Agent to join its Customer Service Centre in Swansea. You will process applications for vehicle testing and specialist schemes, provide guidance to internal and external customers and support frontline testing staff. Working closely with technical officers and colleagues across the agency, you will help deliver a consistent, accurate and productive service that supports road safety, environmental standards and the reduction of vehicle crime.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service up to a maximum of 30 days, plus 8 bank holidays and 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 DVSA: Driver and Vehicle Standards Agency - Department for Transport Careers

Job description

As a CSC Processing Agent, you will process applications and provide accurate advice and guidance to internal and external customers. You will work with technical officers, frontline testing staff and colleagues across DVSA to resolve scheme queries, maintain accurate records and deliver a consistent service. You will manage your workload effectively, keep up to date with procedures and contribute positively to team objectives and customer outcomes.

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

• Collaborating with technical officers to support legislation and processes.
• Supporting telephony colleagues with specific scheme queries.
• Processing applications relating to Vehicle Testing and Specialist Schemes.
• Delivering a consistent and productive service to internal and external customers.
• Working effectively as part of a team, participating in team meetings and contributing to staff engagement activities.

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.

Person specification

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

• Good written and verbal communication skills, with the ability to build effective working relationships.
• Ability to handle challenging customer enquiries professionally and effectively.
• Basic computer literacy, including keyboard, word processing and Microsoft application skills.
• Ability to manage time effectively and prioritise workloads to support productivity.

Additional Information

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 22.5 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.

Occasional travel to other offices may be required, which may involve overnight stays.

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).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

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

• Communicating and Influencing
• Delivering at Pace
• Making Effective Decisions

Benefits

Alongside your salary of £26,607, Driver and Vehicle Standards 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 (opens in a new window).

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.
• 25 days annual leave, increasing by 1 day each year of service up to a maximum of 30 days.
• 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.
• 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.
• Flexible working options where we encourage a great work-life balance.

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 n