Customer Service Agent

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

- 323021**Salary**:

- £23,905**Job grade**:

- Administrative Officer- Executive Assistant (EA)**Contract type**:

- Fixed Term**Length of employment**:

- 12 months**Business area**:

- DFE - Strategy Group - Communications Directorate**Type of role**:

- Operational Delivery**Working pattern**:

- Full-time**Number of jobs available**:

- 3Contents

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

Do you want to make a difference every day? This is a stretching but rewarding role on the front line, providing key support in the delivery of Department for Education (DfE) business, through handling inbound and outbound enquiries by phone call.

This is not a standard contact centre. The role involves helping callers who may be in challenging situations, signposting them towards the most appropriate support in the full range of DfE policies and using our IT systems to identify the most up-to-date advice.

The role also offers an outstanding, wide-ranging first step in a civil service career with the Department for Education. You will see first-hand how the public and professionals engage with our policies, as well as gaining strong insight into the work done in partnership with colleagues across the DfE by an operational delivery team.

We have a strong culture of support, inclusion and diversity and are committed to being an equal opportunities employer. We aim to develop all our staff to enable them to make a full contribution to meeting the Department's objectives, and to fulfil their own potential through L&D and corporate contributions.

We support this culture though our multiple staff networks, including the BAME, LGBT+ networks to the Carers and EU/EEA Nationals networks.

**Job description**:
As a customer service agent, you will be part of MPCD’s Customer Enquiry Team (CET). The purpose of CET is to ensure that all our customers get a fast and accurate response, whether they contact the department in writing or by phone. From time to time, you may be asked to support other responsibilities within CET.

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. This is a fixed-term role for at least 12 months and there may be an option to become permanent.

Previous experience in a customer service role, such as a contact centre, would be an advantage but is not essential.

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

- Communicating and Influencing
- 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, with an average employer contribution of 27%.

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’