I’m passionate in my work and relish in my role. I work collaboratively with the unit manager and effectively communicate across DWP engaging with managers throughout the network; sharing knowledge and best practices to achieve our Ambitions & Priorities to deliver a quality service to our customers. In my primarily role I am often required to work with other departments such as attendance allowance or carer’s allowance. Working on telephony I sometimes deal with difficult customers, I clearly communicate with them and I confidently deal with any complaints received and I am happy to pick the phone up and discuss any issues with stakeholders and customers.

One case that I have worked on with a customer has required emails and conversations over the telephone to ensure the customer is being looked after and is not in financial hardship. I have had to gather and provide information to other teams but also need to keep control of the customer’s case. The customer wasn’t happy with the delay and time it was taking and rang to complain, I rang the team who was looking at the case and they informed me the customer would receive a letter in the next few days. I calmed the customer down and reassured her the case was being looked at and a letter would be received detailing the next steps. The customer was happy with this and I advised her to give me a call back if the letter did not arrive or was unclear.