AO National Review

My day to day role consists of administration and operations. My day to day tasks consist of processing and actioning cases. Cases are person-by-person basis. My department is Attendance Allowance. Customers in this department will be over State Pension Age (SPA) and in need of day/night and or both care needs. The benefit goes towards their ability to live functionally. This could include a carer who helps them eat, wash and take medication. Each citizen has their own case, in which documents are received and processed by AOs (myself) Documents may be about someone's estate after death, solicitor enquiries, customer/next of kin questions and forms that we send out to them such as an AA1 form. This is the main form in which a customer fills out in order to get the benefit. I send the relevant documents to the relevant departments.
As you are in a team, you will receive training as you go along. Most recently, I did 'Payability' training. This is the type of knowledge one can use to make sure customers are not getting overpaid or underpaid as a result of an admission or discharge to a care home, hospice or hospital etc. Sometimes, we have team meetings and events.
Telephony is also a key part of the day to day role. One may have to take or make a phone call to find or receive infomation.
As it is an apprenticeship, one day a week (assigned to an apprentice) will complete work on the apprenticeship provider Aptem. The apprenticeship is online and consists of many upskilling courses that by completion, you will receive the L3 Customer Service qualification.

The programme is organised sufficiently. The start/admission stages were more difficult. However, as this apprenticeship programme is new, I'm sure that will come with time and advertisement. My line manager(s) always update me with the information I need to be aware of.

As much support as we need. They are very open and accommodating. My career progression is always a topic of discussion with me.

Aptem is external, and so Id say that when I meet with my apprenticeship coach, he is organised and knows what to talk to me about. When I ask questions they are answered asap.

They courses are great for a customer service assistant. And as that is not what i am, i sometimes have to bend and rephrase the question in my explanation. If there was a CS specific one, that would be even better. But the courses are thorough and interesting none the less.

Yes

I came into this job as a School Leaver- 18. The pay is always a shock and gets you thinking about economic literacy. What you could do with your time and money. Not just that, but also supporting your family. Also, the opportunity to take a constructive break from full time academia. You lean 'real job skills' and can go back into academia if you chose, with a plethora of background knowledge and standards towards work. You can feel more independent. Even if you dont like where you start, government has so many facets and room to move around- pick from any 24 ministerial departments youre interested in!