Telephony Team Leader (Universal Credit) Review

My role is a Team Leader in the telephony arm of Universal Credit, within the DWP. My daily role is varied, but involves managing a team of 12 telephony agents. Managing their HR, performance, wellbeing, engagement and progression. Daily I iteract with peers, managers, claimaints on Universal Credit, and various colleagues across other givernment departments. It is a very demandig role, and everyday is a sometimes steep learnign curve, but it is as rewarding as it is challenging.

I have developed my people managing skills. Dealing with HR issues such as absence and performance management. I have tried to really develop me networking skills, reaching out to colleagues in other departments to see how we can work together. Internally I have competed system training, and training on how the benefits system is administered. I have not had any external learning as yet, and I have not been given any indication of what this will entail, when it will be, how it will be made up etc. This is probably the most frustarting part of the procss thus far, as I have now been in post almost two months.

I am really enjoying the challenge of the role. I am learning and developing on a daily basis. I have a fantastic team of people around em who are their to give me support and advice.

Within my role I fel really valued. I have been taken in and become part of the team at DWP. I feel teh fast track part of my role has been somwhat overlooked, as I alluded to earlier there has been very little communication and engagement in relation to this.

Unfortunately I feel that the fast track scheme has been rather poorly structured. As I said I, and my fellow apprentices, have had very little information about the apprenticeship learning.

I have had little more than an introductory email from QA as yet.

My empolyers have been fantastic. They have supported me in my role and made me feel very much part of the team at DWP. My line manager has been very welcoming and is making sure I am being able to work on my own, but whilst knowing there is help there if needed.

The salary is fine. No issues.

Going out for drinks with colleagues to build relationships in a more relxed environment.

Yes

Excellent career prospects, great networking opportuities. Chance to really make a difference and help people.

Go in with yur eyee open. Take any opportunity that is presented to you. Get involved in anything oing and network.