Customer Service Agent – Department for Education General Enquiry Line

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

3

Contents

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Darlington, North East England, DL1 5QE : Manchester, North West England, M1 2WD

About the job

Job summary

We encourage applications from a diverse range of candidates
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 are looking for a candidate who is comfortable using a range of IT systems on which full training will be given, has a passion to help deliver an excellent service for our customers, the ability to work well with stakeholders across the department and be able to adapt to meet the needs of the public, education professionals, our ministers and policy teams.
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

The Ministerial and Public Communication Division (MPCD) provides a high-quality service, responding to enquiries from the public, MPs and those who work in the education sector. Enquiries cover all education-related matters, including the department’s policies. MPCD provides either written or verbal responses to enquiries received via the National Helpline, Web form, Email, and letter.
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:
The successful candidate will be expected to:

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’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
At the application stage, we will assess Experience. Candidates will be sifted through their CV and a personal statement. Your personal statement (500 words max) should display how your experience meets the essential criteria of the role, listed in the Person Specification section. Please adhere to this wordcount as anything over 500 words will not be considered.
The sift will be restricted to just assessing your personal statement in the event of a large volume of applications.
Interview
The interview will involve behaviour and strength-based questions.
Strengths are a way for Hiring Managers to understand what motivates you and what you enjoy doing, which helps the panel to understand your areas of strength. Evidence shows that people do better work when a job aligns well with what they enjoy and find motivating. We don’t advertise which strengths we are going to assess you on as we want to be able to assess your first, natural response to the questions.
Behaviours are the actions and activities that people do which result in effective performance in a job. We want to get an understanding of the actions and activities that you have done (or would do) that result in effective performance.
We will assess you again the following behaviours during the selection process:
Communicating and influencing: Excellent verbal and written communication skills are needed.
Managing a quality service: Excellent organisational skills. The postholder should be able to work methodically and have an eye for detail to spot sensitive calls which follow special handling procedures.
Delivering at Pace: Ability to work flexibly to suit business demands, to work at pace and take on board information quickly. We expect role holders to proactively support other colleagues and teams in MPCD and apply good judgement.
Other Information
We reserve the right to raise the minimum pass mark in the event of a high volume or strong field of candidates.
Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.
The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.
DfE cannot offer Visa sponsorship to candidates through this campaign. DfE holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.
If successful and transferring from another Government Department a criminal record check maybe carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing Pre-Employment.Checks.DFE@education.gov.uk stating the job reference number in the subject heading.
Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.
A reserve list may be held for a period of 6 months from which further appointments can be made.
Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
Terms and conditions of candidates transferring from ALBs and NDPBs
Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.
Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.
Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.
Reasonable adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should:
Contact Department of Education via centralrecruitment.operations@education.gov.uk soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/
Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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) (opens in a new window)
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 (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name :

Communications Directorate Recruitment

Email :

recruitment.commsdirectorate@education.gov.uk

Recruitment team

Email :

AdvertsRecruitment.DFE@education.gov.uk

Further information

The Department for Education’s recruitment processes are underpinned by the Civil Service Commissioners Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via CentralRecruitment.Operations@education.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages