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: Sift of CV & Personal Statement
Stage 2: In-person assessment
You must be successful at each stage to progress to the next stage.
Stage 1: Sift
At sift, you will be assessed against the following Success Profile element:
Experience you will be asked to provide a CV (unlimited wordcount) and personal statement (500-word count). Please provide evidence of your Experience of the following:
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Experience in delivering excellent customer service
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Experience in following processes and work accurately
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Experience of working effectively as part of a team
The sift will take place week commencing Monday 27th July 2026.
Stage 2: In-person assessment
At assessment stage, you will be invited to attend a customer service exercise. The assessment will take place in person at our Swansea office and will include:
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a telephone exercise
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a webchat exercise
Assessment days are likely to be held week commencing Monday 17th August. (including the weekend)
Guidance will be provided if you are 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 .
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. You can read more about our reserve lists here.
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.
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 youre 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 [email protected] 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.
Current Civil Servants (all contract types) will need to ensure that they are still employed as a civil servant at the point of starting in the relevant new post. If their contract ends (e.g. end of FTA contract or resignation) at any point during the recruitment/onboarding process for the advertised role, they will no longer be eligible and may be withdrawn.
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 applicants 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:
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Hate speech or discriminatory behaviour
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Threats or acts of violence
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Illegal activity or substance misuse
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Sexually explicit material
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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. Its not about judging your personality or lifestyle - its 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 whats 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.
