User Support Agent Apprenticeship

2 weeks ago

Manchester, United Kingdom Department for Education Full time

**Details**:
**Reference number**:

- 306294**Salary**:

- £27,790- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent
- Apprenticeship**Business area**:

- DFE - Schools Group**Type of role**:

- Customer Insight
- Digital
- Information Technology
- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 4Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Manchester, North West England, M1 2WDAbout the job

**Job summary**:
At DfE, we are proud of the commitment we make to diversity and inclusion and of the progress we have made. We have active & vibrant staff networks, special leave policies and workplace adjustments put in place for those who need them. We are continuing to build a diverse DfE, in an inclusive environment which nurtures and realises potential in all, at all levels.

Equality and Diversity - Department for Education

Our department is responsible for education, children’s social services, higher and further education policy, education, apprenticeships and wider skills in England. We work to ensure opportunity is equal for all, no matter your background or family circumstances.

These are exciting times at the DfE. We’re transforming how government makes policy, products and data services to modernise our capabilities and deliver better outcomes for all.

**Our Division**
- Teachers and Tutors (TaT)

We are an empowered, multidisciplinary team with a passion for delivering digital services to provide more great teachers. We have strategic oversight over the whole digital teaching journey from becoming a teacher to continued professional development. We focus on how digital services, combined with bold policy making, can solve problems in teacher recruitment, retention, professional development, and more.

We bring together policy and delivery to build effective user-centred services. You can read about our teacher retention and ambitions in our teacher recruitment and retention strategy.

You can read more about our strategy and the work that we do on the DfE digital and technology blog.

**About the Apprenticeship**

As this role includes completion of the Customer Service Level 3 Apprenticeship please check the eligibility requirements below using the apprenticeship standard: Customer service specialist / Institute for Apprenticeships and Technical Education
- You must have lived in the UK for 3 years prior to apprenticeship start date and not be undertaking another apprenticeship at the same time.
- You must not already have a substantial amount of the skills and knowledge that is covered in the contents of the apprenticeship standard.
- You must not have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.
- You already have all the skills and knowledge that is covered in the contents of the apprenticeship standard.
- You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.
- Part of this apprenticeship is to complete a level 2 English and maths functional skills qualification. If you have already achieved GCSEs in English and maths at Level 4 (grade C) or equivalent or a higher grade, you will not need to complete the functional skills qualification.

At the enrolment stage, the individual's eligibility will be checked by the training provider.

**Job description**:
As a User Support Agent in DfE Teacher Services, you will work on the day-to-day operations across several user support desks within the team, carrying out first line support and ensuring that user queries are promptly and effectively responded to, keeping user needs at the heart of the team’s work.

Your actions will influence the customer experience and satisfaction levels within our services, requiring you to demonstrate excellent levels of customer service skills and behaviours. You need to to quickly understand situations to enable you to form appropriate responses and create a customer focused experience. You need to know how to build trust with users and understand why this is important.

You will become part of a close-knit team who work effectively and collaboratively with colleagues across all levels and from various multi-disciplinary teams so that we can fully support our users. We share personal learning and development opportunities, present recommendations to the team on processes and constantly feedback improvements to support good practices.

The services/teams we support include:

- ** Becoming a Teacher** - which assists those interested in teaching.
- ** Claim Additional Payments for Teaching** - which directly provides teachers incentive payments, minimising the burden on

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