JOB SUMMARY

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 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.

JOB DESCRIPTION

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.
• Transformation and Digital – designed to improve our services to help the lives of young people, adult learners, and people in the social care system.

STAGE 1: APPLICATION

To apply for this position, please complete the application form by clicking the “apply now” button at the top or bottom of this page. You will be required to provide a CV and a personal statement

• CV:- Set out your career history, highlighting specific responsibilities and achievements that are relevant for this role and how they align with the essential criteria. There is no word limit for this section. Start with your most current employment details first and please format as follows:-
• Name of Employer - Job Title - Dates Worked
• Key Achievements:-
• Responsibilities:-
• Personal statement:- (maximum word count 500 words) Please provide examples of how your personal skills, qualities and experience meet the essential criteria. This is not intended to be a cover letter, instead work through each essential criteria in turn. You may wish to follow the STAR technique to help focus your examples. The key things we are looking for are what you did, how you did it and what the outcome was.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

JOB RESPONSIBILITIES:

• 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.

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