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Helpline Agent

  • Location:


  • Sector:

    Customer Service

  • Job type:


  • Salary:

    Up to £12.43 per hour

  • Contact:

    Manchester CL

  • Contact email:

    [email protected]

  • Job ref:

    DFE - Helpline_1716913965

  • Published:

    17 days ago

  • Duration:

    3 months

  • Expiry date:


  • Startdate:


Job Description

Do you like helping people resolve issues? Do you have a keen eye for detail? Do you enjoy communicating with a wide range of people? If you answered 'Yes,' we would love to hear from you.

The Role:

We are recruiting for an exciting temporary position to join our call centre in central Manchester as a Helpline Agent. You will be part of a service that inspects and services those within an education setting.

The work that you undertake is life-changing and in order to achieve your best you will be supported, coached and mentored by an experienced team and given full training enabling you to make considered, timely and fair decisions in the workplace.

Please Note: The role adopts a 60% hybrid working model with the expectation that workers do 3 days in the office. Hours are shifts between 09:00 - 17:00 , You will be contracted to 37 hours each week. The initial contract is temporary for 3 months with the potential to be extended for the right applicant.

The offer is subject to passing government basic DBS clearance and 3 years reference checks.

What will be your primary responsibilities?

The role will involve, but not be limited to you performing the following:

  • Lead by example and uphold and embody our values at all times. Ensuring the protection of children and learners is paramount.
  • Adhere to responsibilities under health and safety legislation and policies.
  • Demonstrate a positive commitment to equities and diversity.
  • Ensure safeguarding children and students is paramount, and at all times lead by example.
  • Demonstrating and embedding core values of putting children and students first, upholding our independence, and exhibiting accountability and transparency in all we do.
  • Complete all work effectively to a high standard, making decisions within well-defined procedures and in accordance with legislation.
  • Provide a high-quality service to internal and external customers, responding appropriately and effectively to queries and complaints

To apply for this post, you will have:

  • Be able to use basic Microsoft packages including Word, Excel and Outlook
  • Adapt to changing priorities and ability to work at pace
  • Good communication and interpersonal skills (both verbal and written)
  • Professional and customer-focused, ability to understand the needs of vulnerable customers
  • Able to work in a hybrid manner, attending the office at least 40% of their working week
  • 5 GCSE's (or equivalent), grade A-C, including English and Maths or equivalent (Desirable)


In return for your demanding work and commitment, working for this organisation can offer you some fantastic benefits: -

  • The opportunity to join and work in the public sector
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity

About Us

We recruit on behalf of some of the country's best-known organisations for roles across all industry sectors. We are located across 50+ high street locations, making hiring and job searching more personal. Our nationwide reach means we can engage with job seekers and employers in person, allowing us to tailor our approach to their unique requirements perfectly.


By applying today, you can kick start our fantastic on boarding process, as well as the ability to develop professionally and gain experience with this incredible government organisation.

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

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