Universal Credit Review agent Review

Item: Universal Credit Review agent at Department for Work and Pensions
Rating: 4
Author: Anonymous

at Department for Work and Pensions

Level 3 Apprenticeship

Customer Service

Swindon, Wiltshire

Review Submitted: March 2025

Overall Rating

4 /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!

3.5/5 - 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:

3/5

Working with customers, reviewing their claims to ensure they are receiving the correct payments. Asking questions, answering questions and administrative work.

To what extent do you enjoy your programme?

4/5

Within my role I work with a good and supportive team, my manager and deputy, are very supportive and have helped me through my journey within the role. My coach as part of the apprenticeship, is very helpful and supportive.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

During my time working within DWP, I do feel that I have improved my communication skills. As someone who struggles with speaking, I have noticed a vast improvements since I started.

Structure and Support

How well organised/structured is your programme?

4/5

Although there were teething problems when I started, the programme is organised in such a way, where I have allocated a day specifically for the apprenticeship. I found it better to structure my week around it.

How much support do you receive from your employer?

4/5

Since I started, I feel that I have been supported well. I was able to ask questions and ask for assistance when required without any worries.

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

4/5

Currently, I feel I am receiving a good amount of support. I can send my coach messages regarding courses/questions when I am stuck, and I have meetings with my coach to see how I am progressing. For now, I am ahead, thanks to my coach.

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

3/5

To be honest, some of the learning is not relevant to the role that I am currently undertaking. Although, where the learning is relevant, I feel that I am able to perform better.

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

DWP does offer other service to help employees with their mental health or helps people find new hobbies. HASSRA is such a programme which provides a wide range of activities. The office where I am based, does create activities, such as baking, where members from different teams share their creativity.

Recommendations & Advice

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

Yes

Why?

I personally feel that working within DWP, is a great experience. Although, where I am based, I understand, will not be the same everywhere else. However, working at the DWP is not for everyone.
I do feel that if someone was to start the journey at DWP, I feel that they will find if fulfilling and worth it.