Review Agent Review

Item: Review Agent at Department for Work and Pensions
Rating: 3.3
Author: Anonymous

at Department for Work and Pensions

Level 3 Apprenticeship

Customer Service

Dundee

Review Submitted: February 2025

Overall Rating

3.3 /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

4/5 - Skills Development

2.4/5 - 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

Case Review Agents are responsible for managing Universal Credit case reviews and conducting interviews with DWP claimants by telephone. Help claimants make sure their Universal Credit payments are correct. Detect and prevent error across the Universal Credit system to ensure value for money for the taxpayer.

To what extent do you enjoy your programme?

4/5

Whilst it was stressful at times, I enjoyed the programme and return to formal learning.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

Developed existing skills in questioning, communication, ability to understand complex information and give explanations to the customer. I have also developed my ability to manage difficult situations.

Structure and Support

How well organised/structured is your programme?

3/5

It was a bit confusing but my coach was able to guide me on my next steps.

How much support do you receive from your employer?

1/5

I feel support was limited from my employer. They could have done a lot better...

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

3/5

Support was there when I asked for it but available resources for self-help were limited.

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

1/5

Apart from meta-skills it was difficult as the apprenticeship was geared towards private-sector business and my questions were often harder to answer coming from the public sector.

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

Various volunteering activities, team building / well-being time, HASSRA and Civil Service sports clubs. Professional networking events such as Civil Service Live