EO User Support Agent Review
at Department for Education
Level 3 Apprenticeship
Customer Service
Manchester
Review Submitted: April 2026
Overall Rating
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!
5/5
-
Overview of Role
5/5
-
Skills Development
5/5
-
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
I am an EO User Support Agent within the School Digital team. On a day‑to‑day basis, my role involves providing frontline support to users by responding to queries submitted through Zendesk. I handle enquiries across a range of services, including Get Into Teaching, Teacher Record Service, and Claims services.
My responsibilities include investigating and resolving issues, providing accurate guidance to users, escalating complex cases when necessary, and ensuring queries are handled in line with service standards and SLAs. I work closely with colleagues and managers to share knowledge, improve processes, and deliver a high‑quality support service. The role requires strong communication skills, attention to detail, and a user‑focused approach to problem‑solving.
My responsibilities include investigating and resolving issues, providing accurate guidance to users, escalating complex cases when necessary, and ensuring queries are handled in line with service standards and SLAs. I work closely with colleagues and managers to share knowledge, improve processes, and deliver a high‑quality support service. The role requires strong communication skills, attention to detail, and a user‑focused approach to problem‑solving.
To what extent do you enjoy your programme?
5/5
I really enjoyed my programme as part of my apprenticeship. I completed a Level 3 Customer Service apprenticeship, and it was a very positive and valuable experience. The programme helped me build confidence in how I handle and respond to customer queries, particularly in a professional and structured way.
It also supported my personal development by helping me improve my communication skills, problem‑solving abilities, and understanding of customer needs. The apprenticeship gave me the confidence to reflect on my own strengths and areas for development and encouraged me to take ownership of my learning and growth. Overall, it has been extremely beneficial and has had a positive impact on both my role and my career progression.
It also supported my personal development by helping me improve my communication skills, problem‑solving abilities, and understanding of customer needs. The apprenticeship gave me the confidence to reflect on my own strengths and areas for development and encouraged me to take ownership of my learning and growth. Overall, it has been extremely beneficial and has had a positive impact on both my role and my career progression.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Structure and Support
How well organised/structured is your programme?
5/5
How much support do you receive from your employer?
5/5
How much support do you receive from your training provider when working towards your qualifications?
5/5
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
Recommendations & Advice
Would you recommend Department for Education to a friend?
Yes
Why?
Yes, I would definitely recommend the Department for Education to a friend. It offers a positive and supportive working environment with an excellent work–life balance. The support from managers and colleagues is consistently strong, and there is a real sense of teamwork and understanding. Working for the DfE has been one of the best decisions I have made, as it has allowed me to grow professionally while feeling valued and supported in my role.
What tips or advice would you give to others applying to Department for Education?
My advice to others applying to the Department for Education would be to stay curious and make the most of the support available. To truly enjoy your role and your journey within the DfE, always ask questions if you are unsure or need guidance. The environment is very supportive, and colleagues and managers are always willing to help. Being open, proactive, and willing to learn will help you settle in quickly and get the most out of your experience.
