Customer Support Senior Leader Review

Item: Customer Support Senior Leader at Department for Work and Pensions
Rating: 5
Author: Anonymous

at Department for Work and Pensions

Higher Level Apprenticeship

Business Operations

Preston

Review Submitted: March 2025

Overall Rating

5 /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!

5/5 - Overview of Role

5/5 - Skills Development

5/5 - 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

Ad hoc tasks including strategic planning, production of a framework, communications, project planning and management

To what extent do you enjoy your programme?

5/5

This is really enjoyable .. it can be tough alongside the day job, but is proving worthwhile and useful.

Skills Development

Have you learnt any new skills or developed existing skills?

5/5

Coaching, listening, stakeholder management, reflection

Structure and Support

How well organised/structured is your programme?

5/5

Well planned and is workable around my day job.

How much support do you receive from your employer?

5/5

Huge amount. I couldn't have done it without the support of my line manager who has given me autonomy, nudges when I need them and actually cares about what I do.

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

5/5

Lots... there's a monthly 1-2-1 chat, quarterly updates, email updates and feedback from work published.

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

5/5

It allows for a more collaborative and open leadership style. It brings out the best in colleagues as they feel that their voices are being heard and it is good to see the coaching bug being caught by other colleagues!

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

5/5

Coaching network, coaching weeks (both CS and DWP), bespoke networking events for whatever I want to explore.

Recommendations & Advice

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

Yes

Why?

My line manager (and by extension DWP) has been hugely supportive, and allowed me the time and space to work through the apprenticeship as they understand the benefits of it to myself and others.

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

Be prepared for it to be hard work! Get used to being observed and video'd, as it becomes part of your portfolio! Ask questions and just get thoroughly involved as much as you are able to.

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