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 Candidates who submit more than one CSSA attempt will be withdrawn from the recruitment process.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 .
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 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.
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 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:
-
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. 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.
