Service Delivery COach Review

Item: Service Delivery COach at Department for Work and Pensions
Rating: 3.6
Author: Anonymous

at Department for Work and Pensions

Level 3 Apprenticeship

Business Operations

Stoke-on-Trent

Review Submitted: December 2021

Overall Rating

3.6 /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!

3.5/5 - Overview of Role

3/5 - Skills Development

3.2/5 - Structure and Support

Overview of Role

Please give an overview of your role and what this involves on a day-to-day basis:

4/5

On service delivery, I am responsible for meeting and greeting claimants as they come into the job centre and handling appointments with vulnerable claimants to help them access their accounts and verifying details such as bank details and identity to clear payment blockers. Assisting the office with everything they need.

To what extent do you enjoy your programme?

3/5

I do enjoy completing my apprenticeship however it is more about reconsolidating learning completed in previous job roles and working on skills that were developed there. I feel that I have not really learnt anything new on my apprenticeship apart from learning the official terms of processes I already know.

Skills Development

Have you learnt any new skills or developed existing skills?

3/5

I have developed my confidence and ability to handle confrontation with claimants. I am working on developing my ability to compromise with claimants to agree on a mutually beneficial outcome. I am currently working on my level 3 apprenticeship and I am looking to complete my first aid requalification soon,.

Structure and Support

How well organised/structured is your programme?

2/5

My apprenticeship may be well structured but my learning development officer is not very organised and has had more work and learners added. I am still waiting for work I completed in September to be added to my Onefile portal and have had to raise this with my tutor's manager.

How much support do you receive from your employer?

4/5

My employer is super supportive of me completing my apprenticeship as they are the ones who have paid for me to enrol on the programme as part of the offer of my job. My manager is very supportive of giving me one day a week dependent on operational needs of the business.

How much support do you receive from your training provider when working towards your qualifications?

3/5

When I ring up the main office and manage to speak to someone such as last week when I spoke to my tutors manager. I sometimes have trouble in getting in touch with my tutor and our meetings are often cut short due to her having other work that needs completing.

How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

3/5

I do not currently think that my qualification helps me perform better in my role as previously stated it is compounding on knowledge gained in previous roles before DWP. I do feel though that by completing this apprenticeship makes my employer more likely to extend or make my job permanent.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

4/5

We have been developing teams with the funding help of HASSRA. We are in the process of setting up a football and a netball team. Using HASSRA I can also get discounted tickets to visitor attractions for me, my friends and family. My old office has a very strong social life and we regularly go out for drinks and dinner together.

Recommendations & Advice

Would you recommend Department for Work and Pensions to a friend?

Yes

Why?

Working for the Department for Work and Pensions is a challenging job role but it is rewarding to help lots of different people. It is a stable job with a good salary and fantastic pension which will put me in good stead later on in life and is allowing me to save up a deposit for my own property.

What tips or advice would you give to others applying to Department for Work and Pensions?

Read through the success profiles and job profile extremely carefully. Make sure to include good examples in your application and to include lots of key buzz words from the profile and framework. The induction is a lot of information so make lots of notes to make the first time working with customers as smooth and easy as possible.

View All Company Reviews