User Support Agent Review
at Department for Education
Higher Level Apprenticeship
Customer Service, Government
Manchester
Review Submitted: April 2026
Overall Rating
4.5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4.5/5
-
Overview of Role
5/5
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Skills Development
4.4/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
Responding to user queries on an email helpdesk as well as reporting any issues and making recommendations for our digital services.
To what extent do you enjoy your programme?
4/5
The programme was good and helped me to simplify the structure of government by creating a presentation of my organisation.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I developed all of my skills working in government, interacting with product teams and speaking in meetings.
Structure and Support
How well organised/structured is your programme?
4/5
It was good but felt that they were not prepared for our customer base and products we offered. The apprenticeship provider had to work on the fly to ensure that the programme met our needs as it was more geared towards shops like Tesco e.g. which sold physical products and how issues with bought products could be resolved.
How much support do you receive from your employer?
5/5
Couldn't have been better - very supportive
How much support do you receive from your training provider when working towards your qualifications?
5/5
Great, really enjoyed completing my apprenticeship.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
Yes, it helped me to focus in on my areas for development which I may not have been as attentive to.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
3/5
Yes but I am not interested.
Recommendations & Advice
Would you recommend Department for Education to a friend?
Yes
Why?
It is a great place to work and the work we do is fulfilling.
What tips or advice would you give to others applying to Department for Education?
Use the STAR method, be prepared to be well supported and exceed in what you are interested in.
