User Support Agent (Apprenticeship)

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 teams 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 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 opportunities for personal learning and development, present recommendations to the team on processes and constantly feedback improvements to support good practices.

See here for more information about apprenticeships

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 access and be
• paid for teacher professional development courses.
• Teacher Records System a system that contains all the records of those who have gained a qualification in teaching.
• Pathways for International and Experienced Teachers services that are designed to enable existing teachers or those from abroad in gaining further qualifications to teach in England.

As a Support Agent you will be responsible for:

• Being an active member of the team during Stand-ups, Team Meetings, Workshops, Training Events, etc.
• Performing governance duties, such as Risk Log, Report Summaries etc.
• Completing and updating your mandatory training.
• Having strong computer literacy skills.

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 / Skills England

• 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.

Please do not apply if:

• 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.

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

Essential Criteria:

• Able to communicate and maintain business relationships across multi-disciplinary teams to identify, prioritise and report on common issues raised for the continuous improvements of DfE services.

• Ability to understand and respond to complex enquiries in a timely and effective manner.

• Ability to recognise best practice and suggest improvements to ways of working.

• Excellent attention to detail.