Decision Maker Review

Item: Decision Maker at Department for Work and Pensions
Rating: 1.8
Author: Anonymous

at Department for Work and Pensions

Level 3 Apprenticeship

Customer Service

Wrexham / Wrecsam

Review Submitted: March 2025

Overall Rating

1.8 /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!

2.5/5 - Overview of Role

4/5 - Skills Development

1.2/5 - 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

I make decisions on entitlement to certain elements of benefits, using evidence to apply the law and makes these decisions as accurately as possible. We have team meetings once a week to catch up on any common issues we have and to make others aware of them. I have to make sure I am knowledgeable and up to date on legislation and changes to guidance and processes.

To what extent do you enjoy your programme?

1/5

I was made to do the apprenticeship as part of my job contract, and the apprenticeship I was put on was not relevant to my job. I have been through debilitating anxiety and depression while going through the assessments of this programme that have not been listened to or taken into consideration. I made it known at the start that I was pursuing an autism diagnosis but I was not presented with options how I could be helped and it was not made clear what I would have to go through until a year into the apprenticeship. When I have vocalised how I was going through so much stress I could not cope with day to day activities, I have been told I have to continue.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

My job allows me to develop decision-making skills as well as become better at evidence analysis and sensitivity when handling complex information. This has not changed during the apprenticeship.

Structure and Support

How well organised/structured is your programme?

1/5

Everything is done at your own pace which is good for some people but there is little structure in terms of preparation or information on what assessments would involve. I told people that I like to be thorough informed on what I need to be doing but I was always given vague instructions. The modules I completed felt like kindergarten preparation for university exams.

How much support do you receive from your employer?

1/5

None. Between enrolment and failing 2/3 of my assessments, when I asked to withdraw I was met with support from my line manager's deputy and my site's apprenticeship lead, but it has so far been a 7 month goose chase of what I need to do to withdraw, I have been told so many different things of what I need to do and still I am told I just need to deal with my stress better and seek psychological support and get better coping mechanisms even thought I am losing sleep and sanity over the stress. I am being made to feel like I am not trying hard enough by everyone except my colleagues.

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

1/5

My coach was good sometimes, other times she could come across as hostile without realising. She's talk about "wokeness" as if it was something that directly impacted her freedom of speech, and as a queer non-binary person it made me feel uncomfortable. When I disclosed that I was seeking an autism diagnosis it was never put on the system and I was never offered support. I was crying on the phone asking to withdraw and that was 7 months ago.

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

1/5

Not at all, I do not feel like it has impacted my ability to do my job in any positive way. The qualification was not relevant to my job in any way and has instead just contributed stress that makes it more difficult to do my job.

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

2/5

There are lots of networking opportunities such as groups for people of shared characteristics, backgrounds or interests. There are social activities but I don't participate in those as I find socialising quite difficult and none of my colleagues are people I would consider friends, they're all twice my age and very different to me