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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

This is a great opportunity to take on a junior management role in the Civil Service. Bringing your commitment to providing great customer service, you will gain valuable experience, learn about the huge range of work we do in the Department for Education, and be supported every step of the way in your development.

We have a strong culture of 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. We promote and support the use of a range of flexible working patterns to help staff to balance home and work

We support this culture though our 11 staff networks, including the BAME, LGBT+ networks to the Carers and EU/EEA Nationals networks.

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, letter and social media.

Working as one of two Helpline Managers you will be jointly responsible for coordinating the DfE National Helpline, which handles around 65,000 inbound phone calls each year covering all aspects of the department’s policy. You will manage the day-to-day running of the line, helping ensure the team remains on track to provide a world class service to the public and education professionals.

The ideal candidate will display strong leadership skills and have some customer service experience. Previous experience in a call centre environment is desirable, but not essential.

The operational demands of the role often dictate fast-paced change and it is important that the Helpline Manager can guide team members through these periods, ensuring individuals feel included and supported.

Confidence with IT systems is vital to the role, role holders need to be able to quickly get up to speed with the IT systems in place, including the correspondence handling and telephony system.

Role holders will need to have excellent written communication skills, writing courteous and clear emails to staff in the department. Equally strong verbal communications are needed, as the role holder will be expected to speak to the public, whilst on helpline duties and policy officials across the department. We expect the role holder to have excellent influencing and questioning skills and feel confident dealing with the public and a range of stakeholders across the department.

Excellent organisational skills, and the ability to work at pace is critical to this role. The role holder should be able to work methodically and have an eye for detail to spot sensitive cases which follow special handling procedures, including Freedom of Information requests and safeguarding concerns. The role holder will need to be confident in asking questions, be able to work flexibly to suit business demands and take on board information quickly. We expect role holders to proactively support other colleagues and teams in MPCD and apply good judgement.

The Apprenticeship offer

This is an excellent opportunity to gain a Level 3 apprenticeship in Customer Service or Business Administration, subject to previous qualifications and experience.

Part of the apprenticeship is to complete a level 2 English and Maths functional skills qualification. If you have already achieved GCSEs in English and Maths at Level 4 (grade C) or above you will not need to complete this.

To be eligible to apply for the apprenticeship you need to meet the following criteria:

• Must have lived in the UK and/or EU for 3 years prior to apprenticeship start date.
• Not be undertaking another apprenticeship at the same time.

Role Responsibilities:

• Support senior managers to oversee successful operation of the National Helpline and ensure the team meets performance indicators.
• Line management of call agents, implementation of training and develop agents’ drafting and customer service skills as part of a multi-disciplinary team.
• Champion a customer service approach for the Helpline, and more widely across MPCD, making sure opportunities to join up processes are identified and implemented across channels.
• Handling escalations from agents as and when required, ensuring a professional approach at all times.

Essential Criteria:

• Being focused on meeting the needs of our customers.
• Being a team player, working effectively to support colleagues and maintain a strong team dynamic.
• Excellent organisational and time management skills.
• Strong communication skills - to communicate and engage with a range of internal and external stakeholders.
• Having a good attention to detail and taking pride in your work.
• Ensuring the sharing of up-to-date policy information with the team through email, conversations and in team meetings.

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

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions
• Delivering at Pace

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.

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 Kings' 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.

Job contact :

Name :
Comms Directorate Recruitment
Email :
[email protected]

Recruitment team :

Email :
[email protected]