User Support Agent Apprenticeship

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

- 338021**Salary**:

- £27,790- New entrants will start on the pay band minimum. 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.- 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**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

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

**Job summary**:
The Civil Service is committed to attract, retain and invest in talent wherever if is found, To learn more please see the **_Civil Service People Plan_** **and the **_Civil Service D&I Strategy_**

**Teacher Services is a cross cutting 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 attraction 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 ambitions in our teacher and recruitment retention strategy.

**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 teachers and schools.
- ** Continual Professional Development** - designed to allow schools to register access and be paid for teacher professional development courses.
- ** Transformation and Digital **- designed to improve our services to help the lives of young people, adult learners, and people in the social care system.

**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.

**Person specification**:
As a Support Agent your responsibilities will include:

- Carrying out first line support ensuring that user queries are promptly and effectively responded to