26.109 Customer Services Agent

Disclosure & Barring Service -
Liverpool

Apply Now

Job details

Permanent | Part-time | Full-time
£26,436 a year
8 hours ago

Benefits

Annual leave
Company pension
Employee assistance programme

Qualifications

Customer service call handling
Inbound customer enquiry call handling
Computer literacy
Microsoft Office Suite
Presentation skills
Continuous improvement
Customer support
Customer interaction

Full job description

Details

Reference number

474737

Salary

£26,436

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Administrative Officer

Contract type

Permanent

Business area

DBS - Operations Director (Disclosure)

Type of role

Administration / Corporate Support

Working pattern

Flexible working, Full-time, Part-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

This role is available on a hybrid or office basis at our Liverpool Office.

Employees can apply for hybrid work from day one. If approved, the arrangement will start after six months for transfers from Home Office or after completing probation for new joiners. Requests will be considered based on business needs and role requirements. Informal hybrid working arrangements are also available from day one, subject to business needs and role requirements and will be discussed further following any job offer.

About the job

Job summary

Our Customer Service Agents are passionate about providing excellent customer service in a fast-paced environment, with safeguarding at the heart of what we do. The role involves, but is not limited to, a combination of casework, answering customer enquiries and work allocation.

You will be the first point of contact for our customers, providing a first-class service, responsible for:

Logging and allocating work.
Answering inbound and outbound calls, emails, webchat and social media channels, providing our customers with support and information.
Accurately updating records to resolve any queries at the first point of contact.
Working closely with various organisations such as Registered Bodies and police forces, as well as colleagues within the wider DBS to help resolve queries.
Embracing change and contributing to work that supports DBS strategic priorities, with a focus on the continuous improvement of the customer experience.
Scanning and disseminating documents.
Supporting the mail delivery process.

You will join a supportive and welcoming organisation and full training will be provided for each role within customer services; therefore, you will need a willingness to learn, be keen to support and help others, drive change and continuous improvement with a dedication to providing a high-quality service to the public.

In addition to the above, you will also demonstrate your flexibility by being involved in other customer services related administrative duties and relevant tasks, either voluntarily or through management delegation.

Job description

Your role within DBS Customer Services may include, but is not limited to, responding to customer calls on a rota basis and processing any subsequent casework. Logging, allocating customer enquiries and responding via preferred method of contact. Working with customers, registered bodies and police forces to clarify information and ensure accuracy of DBS certificates.

All roles will be completed to a high standard and within agreed timescales. You will work collaboratively with colleagues within your team, Customer Services, and the wider DBS to gain relevant information and share ideas of best practice and efficiencies, that will continually improve the service that we offer to our customers.

There is an expectation that you will work with your Line Manager to identify development opportunities and undertake relevant training to keep skills up to date, ensuring continued effectiveness within the role.

Person specification

Essential Criteria

Excellent drafting skills
Able to follow multiple processes to achieve correct outcome
Demonstrable experience of working in a customer focused environment
Demonstrable experience of dealing with challenging conversations
Demonstrable experience of moving between complex workstreams in a fast-paced environment
PC literate and proficient in the use of Microsoft packages

Desirable Criteria

Knowledge of DBS safeguarding services
Telephony experience in a customer focused environment

Training

There is an expectation that the successful candidate will be available to undertake full time office-based training for a minimum of 4 weeks.

Behaviours

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

Managing a Quality Service
Working Together
Delivering at Pace

Benefits

Alongside your salary of £26,436, Disclosure & Barring Service contributes £7,658 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

The DBS offers a number of excellent benefits for its employees. These can include:

Generous annual leave entitlement
Excellent maternity, paternity and adoption schemes (after a qualifying period)
Commitment to the health and wellbeing of our employees
Employee Assistance Programme
Flexible working opportunities
Eyecare voucher scheme
Occupational Health Service including referrals for counselling and physiotherapy
24/7 Counselling and Wellbeing Service
A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their whole self to work.

Further Information:

To view the DBS Recruitment and On-boarding Privacy Notice, please click the link below:

DBS Recruitment and On-boarding Privacy Notice - GOV.UK (www.gov.uk)

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 for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Ability and Experience.

Application Stage

As part of the application process, you will be invited to complete the Customer Service Skills Test. Candidates who pass the test will be invited to complete their full application form. Please allow sufficient time to complete the tests and the remainder of the full application form. If you do not complete both the online test and the full application form before the deadline, your application will be withdrawn.

Further information regarding the Customer Service Skills Test can be found here: Preparing for the Customer Service Skills Test - GOV.UK

Please note: There will be scheduled maintenance for online tests on the following dates and times:

Sunday, 9 August - midday to 1pm and 4pm to midnight
Sunday, 23 August - 4pm to 7pm

This means you will be unable to access the online tests during these periods. Your progress will be saved, and you will be able to continue once the tests are available again.

Once you have successfully completed the Customer Service Skills Test, you will be required to provide:

A personal statement of no more than 250 words, outlining how your skills and experience meet the requirements of the role, including all essential and desirable criteria.
You will also be asked to provide evidence-based examples within the application form for the following behaviours:

Managing a Quality Service (Lead)
Working Together
Delivering at Pace

The Personal Statement will be sifted first for all candidates who meet the required benchmark in the online test. Candidates who achieve the pass mark for the Personal Statement will then progress to a further sift on the lead behaviour, Managing a Quality Service. Candidates who pass this further sift may be progressed to a full sift or straight to interview. In the event of a high volume of applications, the hiring manager reserves the right to raise the benchmark at any stage throughout the process.

Interview Stage

Candidates who meet the requirements will be invited to attend a behaviour-based face to face panel interview in Shannon Court, Liverpool. The aim of the panel interview will be to assess your ability to demonstrate the following behaviours:

Managing a Quality Service (Lead)
Working Together
Delivering at Pace

It is important to note that successful candidates will be required to attend the office for a period of training.

Recruitment Timeline:

The following timetable outlines indicative dates. Please note, these dates may be subject to change without prior notice.

Online test deadline: Monday, 24 August 2026 at 12 noon

Advert closing date: Monday, 24 August 2026 at 12 noon

The initial candidate sift is due to take place week commencing 24 August 2026.

Interviews are due to take place week commencing 7 September 2026.

Whilst we will endeavour to provide some flexibility with regards to dates wherever possible, it is unlikely that we will be able to offer an alternative date once an appointment has been scheduled.

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

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

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)
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

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 equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : DBS People Support Team
Email : [email protected]

Recruitment team

Email : [email protected]

Apply Now

Details

Reference number

Salary

Job grade

Contract type

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Behaviours

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

Jobseeker tools

Employer Tools

Browse

Stay Connected