User Support Agent Review
at Department for Education
Level 3 Apprenticeship
Government
Manchester
Review Submitted: April 2026
Overall Rating
4 /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
3/5
-
Skills Development
4/5
-
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
Answering queries for customers via Zendesk.
To what extent do you enjoy your programme?
4/5
I enjoyed the apprenticeship and the content of the learning, and the apprenticeship coach communicated brilliantly with me, offering support and guidance throughout. The only downside is that I feel that the content wasn't incredibly relevant to my role.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
Somewhat. I gained valuable insight into how data can be used to help a customer service role, however, the customer service principles were quite basic and non-specific.
Structure and Support
How well organised/structured is your programme?
3/5
The structure was a little confusing but the coach seemed quite organised and knew what stages I was up to.
How much support do you receive from your employer?
5/5
The Department for Education have been brilliant in supporting my apprenticeship and offering support and check-ins at every stage.
How much support do you receive from your training provider when working towards your qualifications?
4/5
The support was consistent and very good.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
3/5
The core principles taught are crucial for understanding customer service basics, but I feel the apprenticeship wasn't tailored to the role.
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
Yes
Recommendations & Advice
Would you recommend Department for Education to a friend?
Yes
Why?
An excellent employer with excellent human resources and employee support, with a huge focus on employee wellbeing and development.
What tips or advice would you give to others applying to Department for Education?
N/a
