HEO Team Leader Review

My role is to manage a team of 10 work coaches to ensure each of my team has the skills and qualities to deliver a consistently high standard of customer service to our customers. I monitor, coach and support my team to thrive in the workplace, I can empathise with the challenges of their role as I have recently been promoted from a work coach

Yes! I have have increased my knowledge about the mechanics of providing consistently high customer service, this includes understanding customer wants and needs and how to identify and meet these needs. Also, I have learnt about theories that explain the functioning of a team such as Belbin's theory. I have also learnt customer service techniques such as influencing skillls

I really enjoyed the programme as the learning was varied enough to maintain my interest such as research tasks, e-learning and presentations, my tutors teaching style complimented my learning. I also liked the end point assessment and planning this showcase from the start of the programme until completion really reinforced my development over the 12 months

Yes, the programme was very well structured, although I would have preferred it if units were completed in the same running order as the showcase - this was confusing to me! Aside from this, as mentioned previously the delivery was excellent and the teaching style varied enough to be really enjoyable throughout - [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] was a godsend!

My employer was very understanding in supporting me with protected time each week so I could achieve my 20% off the job training. They also enabled me to attend regular relevant to my qualification training that contributed to my overall 20% and helped keep my continued professional development on point

My training provider has given me [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] as a tutor, she has really been my only contact with Realise but really and truly she is all that I have needed! She has been extremely supportive and made allowances and adjustments when I have been struggling with workload or managing change within my organisation. Without her I wouldn't have gained my Distinction and will be eternally grateful

My qualification has helped me to understand the importance of meeting customer needs effectively and to a high standard and balancing this against business needs. This has been really important as my has changed to management and I am now sharing my knowledge and learning with the team so they can deliver the same high standards to our customers

Yes, I recently attended the district leadership team away day which was an excellent opportunity to network and meet others in similar roles within East London. We had key speakers in the morning and in the afternoon each site took part in a Talent show! We also have an engagement team who facilitates regular events including Eid, Breakfast, Halloween and a Football match

Yes

The department has a strap line which is 'I can be me in DWP' and for me this exactly true, the team I work with is very diverse and inclusive and I am encouraged to me innovate and think of new ways to improve the customer journey, The work can be challenging and stressful but also meaningful and inspiring. I have ample support here to flourish

You will need to work hard and be fully focused on achieving our business goals but the rewards are high. You'll be supported to develop your career and work with some really talented and inspiring colleagues The application process is designed to get the best from you so its important that you prepare. Good luck!