Customer service Advisor (EO Apprenticeship)

Job summary

https://youtu.be/rVaPVTGV3oA

The Standards and Testing Agency (STA) is looking for a Customer Service Advisor/Customer service Advisor Apprenticeship for the customer relations team. The successful candidate will work with teams in STA, the wider Department and with external suppliers to deliver outstanding customer service and guidance to stakeholders including schools, local authorities and trusts.

STA is an executive agency of the Department for Education responsible for:

• developing high quality and rigorous national curriculum tests and assessments (commonly called SATs) in line with ministerial policy
• delivering national curriculum tests and assessments for children up to age 11 (the end of key stage 2)
• supporting primary schools and other stakeholders, including parents, to deliver assessments and ensure the best possible outcome for children

This role would suit a candidate who is keen to have a positive impact on children and schools, enjoys working in a fast-paced operational delivery area and who is looking for an interesting new challenge with the opportunity to develop new skills and work collaboratively with a wide range of stakeholders.

Job description

Duties will vary over time and the post holder will need to be adaptable and resilient, ready to undertake a diverse range of tasks.

• Support delivery of the national curriculum assessments helpline including management of escalated written and telephone enquiries, ensuring high quality and timely responses are provided. Support supplier helpline agents, technical advisers and team leaders in responding to complex enquiries that are not covered in guidance/FAQs.
• Provide support to STA’s functional teams, providing advice and guidance in relation to customer communication, trends and themes gained through monitoring of contact intelligence and analysis of MI.
• Represent the customer relations team at operational governance meetings and deputise for the team leader when required.
• Ensure a collaborative approachto resolving customer enquiries by building a strong working relationship with the supplier management team and helpline agents by ensuring they have high quality training and FAQs that support the delivery of excellent customer service. Ensure stakeholders are provided with accurate information.
• Work with other members of the customer relations team to track Requests for Information (RFI), identifying any trends in enquiries and escalating issues or concerns where required. The role also includes providing responses to escalated queries including co-ordinating contributions from other teams where required.
• Review STA guidance providing quality feedback and ensure that suggestions for improvements to guidance or helpline communications are appropriately logged.

As this role includes completion of the Customer Service Apprenticeship (Level 3) please check the eligibility requirements below using the appropriate apprenticeship standard found at: Apprenticeship search / Skills England​

• You must have lived in the UK for 3 years prior to apprenticeship start date and not be undertaking another apprenticeship at the same time.
• You must not already have a substantial amount of the skills and knowledge that is covered in the contents of the apprenticeship standard.
• You must not have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.

Please do not apply if:

• You already have all the skills and knowledge covered in the contents of the apprenticeship standard.​
• You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.
• You have a degree (or equivalent) in this subject.

At the enrolment state, the individual's eligibility will be checked by the training provider.

Person specification

The successful candidate will join the customer relations team at the Standards and Testing Agency (STA). They will work with STA teams, the wider Department and external suppliers to deliver outstanding customer service to schools, local authorities, multi-academy trusts and other stakeholders relating to national curriculum assessments.

The successful candidate would need to be flexible during peak periods, working from 8am to 6pm and available to work within the designated office during the test administration period, week commencing 11 May 2026.

Duties may vary over time and the post holder will need to be adaptable and resilient, ready to undertake a range of tasks.

Essential Criteria

Skills and experience needed to deliver the duties:

• Excellent written and verbal communication skills
• Experience of effectively communicating with and influencing a wide range of stakeholders including external suppliers to achieve desired outcomes
• Willingness to identify and raise issues, and contribute to finding practical solutions when problems arise
• Able to respond to customer queries (both written and verbal) in a clear, timely and helpful way, using existing guidance, policy and training to provide accurate information
• Enjoys working as part of a team, including supporting work with external partners to deliver services effectively.
• Flexible and willing to take on a variety of tasks as needed to support the work of the team.

Behaviours

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

• Working Together
• Managing a Quality Service
• Communicating and Influencing

Benefits

Alongside your salary of £31,479, Department for Education contributes £9,119 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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 King’s 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.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.

Application

To apply for this role, you will be required to provide a CV and Statement of Suitability (statement max word count 1000 words). We will sift your CV and statement against the examples provided for each behaviour

We will assess you against the following behaviours during the selection process:

• Working Together
• Managing a Quality Service
• Communicating and Influencing

To confirm, the maximum word count for the statement of suitability is 1000. Please adhere to this limit as anything over 1000 words will not be taken into account.

If we receive a high volume of applications, we shall sift initially only on the behaviour of 'Working Together', with those who pass progressing to a full sift.

Interview

At interview you will be asked questions around the behaviours listed in the advert.

We will also ask you some strength based questions.

Other Information

Interviews may be via Microsoft teams or face to face; the vacancy manager will confirm prior to the Interview.

In your application, please don’t include personal information that identifies you.

This means we can recruit based on your knowledge and skills, and not background, gender or ethnicity - it's called name blind recruitment (opens in a new window).

Please ensure that you remove from your application, all references to your:

• name/title
• educational institutions
• age
• gender
• email address
• postal address
• phone number
• nationality/immigration status

We reserve the right to raise the minimum pass mark in the event of a high volume or strong field of candidates.

Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.

The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.

If successful and transferring from another Government Department a criminal record check maybe carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing Pre-Employment.Checks.DFE@education.gov.uk stating the job reference number in the subject heading.

Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.

A reserve list may be held for a period of 6 months from which further appointments can be made.

Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

Terms and conditions of candidates transferring from ALBs and NDPBs

Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.

Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.

Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should:

Contact Department of Education via centralrecruitment.operations@education.gov.uk soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Please refer to the attached ‘Reasonable Adjustments Guide 05_2025 – accessible version’ at the bottom of the advert, for further information.

Childcare Vouchers

Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Diane Wilkinson
• Email : diane.wilkinson@education.gov.uk

Recruitment team

• Email : Centralrecruitment.operations@education.gov.uk

Further information

The Department for Education’s recruitment processes are underpinned by the Civil Service Commissioners Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via CentralRecruitment.Operations@education.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages

Attachments

DFE Terms & Conditions - accessible version Opens in new window (pdf, 215kB)Reasonable Adjustments guide 05_2025 - accessible version (1) Opens in new window (pdf, 723kB)OGD Transfer Supplementary Information (1) Opens in new window (docx, 53kB)