Call Agent

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

- 280826**Salary**:

- £22,015**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DFE - Strategy Group - Ministerial and Public Communications Division**Type of role**:

- Operational Delivery**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Darlington, North East England, DL1 5QE : 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

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.

The role is to provide key support in the delivery of Department for Education (DfE) business, through handling inbound and outbound enquiries by phone call.

**Job description**:
The role holder will handle calls on all education-related matters from an array of external stakeholders.

Key responsibilities:

- Work to support the team, sharing experiences and best practice and working together to effectively achieve our goals.
- Manage their own workload effectively, being flexible to support other teams where necessary.
- Be confident to chase for information and/or updates from stakeholders where necessary.
- Work flexibly, primarily within the team but at times also across the wider division, and actively contribute to achieve the team’s objectives by undertaking projects and working to recognised deadlines and activities.

**Person specification**:
**About you (person specification) & essential criteria of the role**:

- Strong focus on meeting the needs of our customers.
- Strong team player, working effectively to support colleagues and maintain a strong team dynamic.
- Excellent organisational and time management skills.
- Strong communication skills with the ability to communicate and engage with a range of external stakeholders.
- Attention to detail and take pride in your work.
- Ability to work independently and as part of a team to meet our targets.

This opportunity is suitable for someone who has a passion for customer service, working in a team to deliver tangible, timely results and wanting to make a difference.

**Desirable criteria**:
Previous experience in a call centre environment would be an advantage but is not essential.

Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision.

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

- Communicating and Influencing
- Working Together
- Managing a Quality Service
- Delivering at Pace

**Benefits**:
Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King's Birthday privilege holiday and 8 days’ bank and public holidays.

We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours.

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances, but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.**Application**

Your personal statement (maximum 750 words) should display how your Experience meets the essential criteria of the role, li