Service Support Agent

2 months ago

Manchester, United Kingdom Public Sector Resourcing Full time

**Service Support Agent - Inside IR35**

**Contract Term: 8 Months**

**Contracting Authority: Department for Education**

**Location: Hybrid - 2 to 3 days a week in the Manchester office / Remote working**

**As a Customer Service User Support Agent within Teacher CPD, you will work on the day-to-day operation of the support desks within the team, carrying out first line queries checking as well as ensuring that user queries are promptly and effectively responded to, keeping user needs at the heart of the team’s work. You will work as part of a multi-disciplinary team and will have the opportunity to develop your skills, working alongside other specialists within the team**

Department for Education (DfE) is responsible for children’s services and education, including higher and further education policy, apprenticeships, and wider skills in England. We work to provide children’s services and education to ensure opportunity is equal for all, no matter what their background or family circumstances.

**As a Service Support Agent**your main responsibilities will be**
- Carry out first line support ensuring that user queries are promptly and effectively responded to, keeping user needs at the heart of the team’s work.
- Respond to user enquiries in a timely and effective manner or escalate to other DfE teams or external stakeholders for resolution.
- Support the continuous improvement of standard responses for frequently occurring user enquiries.
- Maintain and improve processes for support, including any required documentation and guidance.
- Work closely with the product team to identify, prioritise and report on common and emerging issues raised by our users, so that their needs are fed into the continuous improvements of DfE services.
- Accurately check claims in order to approve or reject claims, escalating issues to senior colleagues as appropriate Suggest improvements to the ticketing system, working practices and reporting, to continually improve service to our users.
- Be an active member of the team during Stand-ups, Team Meetings, Workshops, training events, etc.

**Essential Skills**
- Excellent communication and writing skills.
- Excellent organisational skills and attention to detail
- The ability to work at pace, often to tight deadlines
- Ability to manage workload and use initiative to prioritise tasks.
- Experience of working in a customer service and or user support role

**Desirable Skills**
- Experience of using Zendesk or other Customer Relationship Manager tools to communicate with users.
- Experience of Agile methodology

**Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let me know.**- Please be aware that this role can only be worked within the UK and not Overseas._

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