User Service Centre Agent

Driver and Vehicle Standards Agency

Closing date: 24 Nov 2017

Reference number



£20,855 - £20,855


Administrative Officer

Contract type


Business area

Other - Digital Services and Technology

Type of role

Administration / Corporate Support
Contact Centre
Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time



Number of posts



Nottingham, East Midlands, NG1 6LP

About the job

Job description

Are you customer focused? Do you have experience of working in an IT Service Centre or Customer Support Environment? If so then this is the role for you.

As a member of the User Service Centre Team you will be the first point of contact for any DVSA user requiring IT assistance. Our User Service Centre Agents provide a friendly and helpful first-line service to users by helping to resolve requests and incidents in an effective and timely manner.

Reporting into the User Service Manager some of your main duties will be to:

• Provide high quality initial support for all end user service requests relating to IT Services provided
• Ensure the logging and update of detailed information about every call into the ITSM tooling, allowing the team to provide effective data to the resolver groups
• Ensure effective management of issues raised on all channels and handle the resulting incidents requests using agreed internal processes
• When resolving incident requests identify and escalate issues to management and help to identify any improvements for our processes
• Monitor the status and progress of incidents and service requests

No formal qualifications are required, but we will work with you to achieve ITIL foundation certification within 12 months.

About You

You will have excellent customer service skills capable of liaising directly with DVSA customers to provide top quality customer service. You will have brilliant communication skills capable of providing all relevant information to users and answer their enquiries about services. You will have amazing team working skills able to work in collaboration with colleagues across all functions for the good of the DVSA and maintain our reputation as a high performing and well respected agency. You may have experience of supporting users to resolve IT issues.

About Us

We can proudly announce that the Department for Transport has been recognised for its leadership on workplace gender equality by being included in The Times Top 50 Employers for Women 2017.

DfT’s inclusion is recognition of our commitment to make the Department a great place to work through our culture of equality and inclusivity and the great strides we’ve made to raise the number of women in senior positions.

The work that we do is important as it affects everyone in Great Britain. We are responsible for improving road safety and setting the standards for driving and compliance. We ensure that the general public understand and follow these standards through education, testing and when required enforcement action.

By joining us you will be working for an employer who makes a real difference to road safety across Great Britain.


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

  • Changing and improving
  • Making effective decisions
  • Managing a quality service
  • Delivering at pace

Civil Service Competency Framework



Civil Service pension schemes may be available for successful candidates.


Besides the rewarding nature of the job itself, the benefits that come with it are excellent. The package includes generous leave entitlement, attractive pension options, flexible working and other policies to enable a good work/life balance, including beneficial childcare arrangements. You'll also benefit from our commitment to nurturing and developing talent.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

You should use the Civil Service Competency Framework, referring to the relevant competency definitions for the grade advertised. The Indicators listed on the attached document have been identified as most appropriate; please ensure that the evidence in your application meets the requirements of the role.

To comply with a recent government change, the Department for Transport has adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.

When considering how your experience relates to the role, please tailor your CV and Personal Statement to reflect the role and the competencies described in the job advert.

Your Personal Statement must evidence the following:

• Tell us about a time where you have dealt with a difficult customer or team member - how did you handle the situation?
• Tell us about a time you have been unable to help a customer how did you handle the situation?
• Tell us about a time where you had to balance conflicting priorities and how you managed this?
• Please detail any previous experience you have working with service desk applications.
• Do you have or are you willing to work towards a certificate in ITIL Foundation

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

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.


Candidates in their probationary period are eligible to apply for vacancies within this department.

Working for the Civil Service

The Civil Service Code 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.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

For further information on this vacancy please contact Amanda Daniels

Sift/interview dates and location

The sift is due to take place w/c 26/11/17

Interviews are likely to be held between 08/12/17 and 15/12/17.

Whilst we will endeavour to meet the dates set out in the advert there may be occasions when these dates will change. Those candidates invited to assessment will be provided with sufficient notice of confirmed dates.

If successful and transferring from another Government Department a security check may be carried out.

Further information

Please see attached candidate notes.

A reserve list will be held for a period of 12 months from which further appointments can be made.

If appropriate, your application form and selection information may be shared with additional vacancy holders across the Department and its Agencies.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs

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

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