Fraud Officer Review

I work as a counter fraud officer, investigating and disrupting fraudulent benefit claims. I interview claimants who are highlighted for checks, ask them for relevant evidence to support their claim, and then follow a decision making process into concluding the validity of the claim. The outcome after investigation is either claim closure, no effect, or overpayment being generated but the claim remains open.

In my current job I have learnt a lot of new skills, such as investigating and questioning techniques, decision-making and coming to strong conclusions using my own initiative and to my discretion without support. I have also built on collaborative work, and discussing and helping those in my team with decision-making.

I enjoy my apprenticeship as I am able to write long pieces of texts and reports. I really enjoy writing and my current role does not give me the opportunity to do so very often, with the exception of texts explaining why I have completed certain actions on a claim. I have learnt some new things, about the department I work for and about safeguarding which I have found interesting.

My apprenticeship is structured well. I am always aware of what work is due and when, when I need to complete things by and what to do if I need any support. I have stayed on top of all assigned work, whether that be task sheets, workshops, meetings with my skills coach or other tasks.

My line manager is very supportive and allows me the necessary time to complete my apprenticeship comfortably. He is aware of the work I complete and this is reflected in my work load. My line manager always attends the meetings required with my skills coach, and completes all necessary actions when required.

My skills coach is very personable and supportive. She makes it known that I can ask for support at any time, she reviews my submitted work in good time and provides feedback, and answers any questions I have during our meetings as best she can. She provides me with supportive documents and extra resources.

As much as I am enjoying working towards something, and completing work separate from my everyday role, I do not think it has helped me to perform better in my current role. As I work as a fraud officer, it is important that I deliver a fair and high level of customer service, whilst completing my role as best I can. The purpose of my role is to ask challenging questions, and often terminate claimant benefits, resulting in overpayments which is likely the opposite of the customer service claimants would like to receive. I would have liked to complete an apprenticeship which was more relevant to me.

There are some activities to get involved with. I am a member of HASSRA who have sports teams and interest groups based all over the country. I am not involved in any of these but I can see the appeal and think it is good that the opportunity is there.

Yes

DWP is a good employer for work/life balance. The option to use flexi time (within certain limits) is invaluable, hybrid working is implemented for many colleagues, there are a wide range of roles available, the pay is fair and a lot of roles have the capacity for overtime which is paid at a high rate.

The recruitment process is quite tough. I would advise having a look online and thinking of really strong examples for the competencies listed in the job application, or for your personal statement. If you are applying for a customer facing role, expect some challenging conversations and some tough decision-making, but to achieve successful results.