Pros
Sometimes get offered the day off unpaid, this can be useful. As the pay is rubbish, we open with asking how we can help, but get told by management, the main goal is to get them off the phone, doing the bare minimum. Constantly bothered about stats. AHT. I’m actually an emphatic person, and I hate seeing good people messed around, so I help. I get really good feedback for this from the claimants. I then get warnings, or (development areas) which lead to formal warnings etc. I know my days are numbered soon because I help people with their claims and aim to fix the many many errors done by DWP automated system or advisors focused only on stats or who just don’t care.
Cons
I deal with vulnerable people. A lot have learning difficulties. Autism, adhd etc. I have learning difficulties too, however this helps me build rapport and correctly help the claimants. I get both but grief off management for this. Before anyone casts aspersions on me. I have a masters degree, post 16 teaching qualification, and have worked in teaching and as teacher’s assistants as well as admin and management roles. I lost my last job through redundancy. I’m very capable yet spoke to like I’m a child.
