User Support Agent (Apprenticeship) – Department for Education
The Department for Education (DfE) is recruiting a User Support Agent (Apprenticeship) in Manchester, with a salary of £32,581 per year.
The role is a permanent, full-time apprenticeship within the DfE Digital and Infrastructure Group, supporting users across education-related services.
Job Details
- Employer: Department for Education
- Job title: User Support Agent (Apprenticeship)
- Reference: 481676
- Location: Manchester, North West England, M1 2WD
- Salary: £32,581 per year
- Grade: Executive Officer
- Contract: Permanent apprenticeship
- Working pattern: Full-time, flexible working
- Vacancies: 1
- Closing date: 11:55 pm, Thursday 1 October 2026
About the Role
You will provide first-line support across several DfE Teacher Services support desks, responding to user enquiries and helping ensure issues are dealt with promptly and effectively.
You will work with colleagues across multidisciplinary teams, contribute to service improvements and help maintain a positive customer experience.
The services supported include:
- Becoming a Teacher
- Claim Additional Payments for Teaching
- Continuing Professional Development
- Teacher Records System
- Pathways for International and Experienced Teachers
Key Responsibilities
The successful applicant will:
- Provide first-line user support.
- Respond to complex enquiries in a timely and effective way.
- Work collaboratively with colleagues across different teams.
- Identify and report common issues affecting users.
- Contribute ideas for improving services and processes.
- Participate in stand-ups, meetings, workshops and training.
- Complete governance activities, including risk logs and report summaries.
- Complete mandatory training.
- Use computer systems effectively in day-to-day work.
Requirements / Person Specification
Applicants should be able to:
- Communicate effectively and maintain working relationships across multidisciplinary teams.
- Identify, prioritise and report issues that could improve DfE services.
- Understand and respond appropriately to complex enquiries.
- Recognise good practice and suggest improvements.
- Demonstrate excellent attention to detail.
- Demonstrate strong computer literacy.
Apprenticeship Eligibility
The position includes completion of the Customer Service Level 3 Apprenticeship.
To be eligible, applicants must:
- Have lived in the UK for three years before the apprenticeship start date.
- Not be undertaking another apprenticeship at the same time.
- Not already possess a substantial amount of the knowledge and skills covered by the apprenticeship standard.
- Not have previous learning or work experience that substantially covers the apprenticeship standard.
The training provider will confirm eligibility during enrolment.
Salary & Benefits
The salary is £32,581 per year, with the DfE contributing approximately £9,438 towards the Civil Service Defined Benefit Pension Scheme.
Benefits include:
- Civil Service Pension Scheme.
- 25 days’ annual leave, increasing to 30 days after five years.
- King’s Birthday privilege holiday.
- 8 bank and public holidays.
- Professional development and learning opportunities.
Most DfE employees work on a hybrid basis, normally spending at least 60% of their time in an office or work setting, subject to the requirements of the role.
Visa / Right-to-Work
The vacancy does not state that visa sponsorship is available.
Applicants must already meet the relevant UK right-to-work and Civil Service nationality requirements.
The advert also states that the role cannot be worked from overseas.
A key apprenticeship condition is that applicants must have lived in the UK for three years before the apprenticeship start date.
Application / Selection Process
Applicants must submit:
- A CV detailing their employment history, skills and experience.
- A Statement of Suitability of no more than 500 words explaining how they meet the essential criteria.
Applications will initially be assessed during the sift against the essential criteria. If there is a high volume of applications, the first essential criterion may be used for the initial sift.
Shortlisted candidates will attend an interview, which may be held through Microsoft Teams or face-to-face.
Applicants must not include identifying information such as their name, age, gender, contact details, educational institutions or nationality/immigration status because the recruitment process uses name-blind applications.
Application Guidance
AI tools may be used to support an application, but all examples and statements must be truthful and based on the applicant’s own experience. Applications may be withdrawn where plagiarism is identified.
Successful applicants will undergo the required pre-employment checks, including a basic or equivalent criminal record check and relevant security screening.
Reasonable adjustments are available for applicants who require support during the recruitment process.
Closing Date
11:55 pm on Thursday 1 October 2026
Applications must be submitted before the closing time.
How to Apply
Apply through the original Civil Service Jobs vacancy for User Support Agent (Apprenticeship), reference 481676:
FAQs
What is the salary?
The salary is £32,581 per year.
Where is the job located?
The position is based in Manchester, M1 2WD.
How many positions are available?
There is one vacancy.
Is this a permanent position?
Yes. It is advertised as a permanent apprenticeship.
Is the position full-time?
Yes. The role is full-time with flexible working.
Does this job offer visa sponsorship?
The advert does not state that visa sponsorship is available. Applicants must already have the required right to work in the UK.
Can someone outside the UK apply?
The advert requires applicants to have lived in the UK for three years before the apprenticeship start date and states that the role cannot be worked from overseas.
What apprenticeship qualification is included?
The role includes the Customer Service Level 3 Apprenticeship.
How long can the Statement of Suitability be?
The maximum length is 500 words.
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