Decision maker Review

I work for the department for work and pensions. My job role is looking at claims made for universal credit by people who are non British and using set criteria determining if the claimant qualifies to apply for this benefit. I use both digital and telephone calls to obtain this information from the claimant.

I already have a degree and so I have not really learned any new skills. This is a programme which is compulsory for my job role. It is a customer service apprenticeship which is aimed more at businesses like supermarkets and retail stores as it talks about customer loyalty and retention and this does not apply.

I am only doing this programme as it is mandatory for my job role. It is not really relevant to my company and organisation as it is not a typical business. I am learning about customer retention and rival businesses and competition and we do not have any competition in our type of industry

The programme itself is structured and spilt into different stages to complete and get signed off by the programme mentor. The mentor however does not really know what they are doing and seem to be learning as they are doing the programme like I am. This does not fill me with Confidence

We receive 1 day a week off from our employer and from our normal work. This is more than enough time to compete the work I have been set by the programme. My team leader is also supportive and will provide guidance and support If there is any specific work information needed

My apprenticeship mentor does not really know what they are supposed to be doing. They seem to be learning on the job as they are doing it and it seems like they have not delivered this before. It takes 2 or 3 emails to get anything back from them also

Not at all, this customer service programme is not really suitable for working in the civil service as most of it is not relevant and is more suited to retail businesses. We are learning about things that we do not do like Competition and customer retention and loyalty which we do not want

Yes there is a dedicated support programme called Hassra where there are many local sports clubs and leisure clubs to take part in. They run quizzes and walking groups and are open to ideas. There are also opportunities to join calls and training with senior leaders on a weekly basis

Yes

There is Good relaxed atmosphere, not too much pressure and the benefits such as home working and pension is great. I think the ability for home working is the biggest thing I enjoy along with the ability to use flexi time as and when I want if I have it built up

Keep applying as it depends on who is looking at your application. Practice online civil service tests and properly prepare for any interviews you may have lined up. Speak to people who currently work for the department for work and pensions and see what advice they can give you when applying