Universal Credit Reviews Review

Item: Universal Credit Reviews at Department for Work and Pensions
Rating: 3.8
Author: Anonymous

at Department for Work and Pensions

Level 3 Apprenticeship

Customer Service

Wrexham / Wrecsam

Review Submitted: March 2025

Overall Rating

3.8 /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 - Overview of Role

4/5 - Skills Development

3.8/5 - 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

Calling customers to discuss their living situation, ensuring their universal credit claim details are all current and up to date. Reviewing bank statements and ID. Checking guidance.

To what extent do you enjoy your programme?

2/5

I enjoy the meetings with the coaches as they set me back on the right path and clear up any of my misunderstandings.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

I've learnt a lot of new skills since taking this job and gained a lot of confidence in different areas too. Dealing with vulnerable customers and being able to help them is my biggest learning curve, but there is lots of guidance and policy to learn too.

Structure and Support

How well organised/structured is your programme?

3/5

I find it to be well structured, but could provide more details of what is being asked of you during some of the questions.

How much support do you receive from your employer?

5/5

My employer is fully supportive of me and my apprenticeship. I am given 1 full day each week to work on the apprenticeship and everyone is happy to help me with it when required too.

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

4/5

The training provider sets out a clear schedule for me to follow and has fairly regular meetings with the coach too, which sets me back on the right path when struggling.

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

3/5

Some feels very useful, like questioning techniques and ways to steer the customer into agreeing, but a lot also feels unrelated to the situation like "how do you retain customers?" "how do you compete with rival business". It's not quite fitting for a job centre.

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

Yes, there are many events held by individuals at the company and charities linked to the company too.

Recommendations & Advice

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

Yes

Why?

I've never been in such a supportive environment. Not only is everyone helpful but they all seem to really care about the work they do too. It's a bit of a culture shock but in the best way.