Department for Work and Pensions (DWP)
Happiness score is 55 out of 100
3.7 out of 5 stars.
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Department for Work and Pensions (DWP) Employee Reviews

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United Kingdom1,216 reviews

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3.8Work-life balance

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Paid just over minimum wage for a complex job

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Pay no way near reflects the job you do, it’s administrative but a lot of finance work which can be time consuming and complex, higher management uncaring

Pros

Flexi working

Cons

Pay management
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Well looked after

Great place to work. Good Management and senior Management. Training second to none, although on going training could be better. Wellbeing catered for and lots of perks
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Insights into Department for Work and Pensions (DWP)

Based on 88 survey responses
Areas for improvement
  • Energising work tasks
  • Sense of belonging
  • General feeling of work happiness

Great workplace, nice to talk to new people

Unfortunately I was only there for 6 months due to a temporary contract, but in my time I gained valuable skills and experience. My team were the best, it was a very supportive environment and there was always somebody on hand to help!Only downside of the job was the abuse you get from clients and the really gut-wrenching stories you hear from clients...But on a whole, this was a fantastic place to work, I had incredibly supportive managers and they also helped me on Civil Service applications as I had no prior experience of this!It also helped me to realise I really enjoyed working with clients to reach a good outcome. I'd never done a call before this job but I was never pressured until I felt I was ready. The trainers, everyone you meet, are all fabulous people.I cannot thank my team enough, they were one of the biggest reasons I came into work every day! An incredible company to work for!
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2nd experience as a Civil Servant with DWP - And it’s worse

One of the worst organisations I have worked for in a while and the funniest part is I started my career with DWP at 17 years old and it was a great experience and I learnt a lot that I carried on in my career.20 years later and it’s a mess.Managers with no actual skill to support, guide or develop staff.Most of the staff are so disillusioned or stressed that there is a constant air of “walking on egg shells” in case someone throws an inappropriate tantrum.Left before my 1 year anniversary Organised Chaos
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Good job, great flexibility

Great place to work, great benefits, awesome flexibility. Management is more like micro management - high security.Trainings not great but once you get into the job it’s fairly straightforward must be used to working on computers
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Don't work here if you want to be happy

The do's - say nothing, do nothing, say yes ma'am and tug your forelock you are lucky to be there ever so 'umble am I, do as little as you can, do turn up 1 minute before you start and do leave as soon as school is over, do look over your shoulder you never know who is behind you ready tonstab you in the back, don find a job somewhere else if you want a career or not to be on antidepressants. Do join the union if you choose to work there you WILL need themThe don'ts - don't get involved, don't trust anyone, don't complain to anyone as they will treat you as a pariah, don't work hard no one cares, don't be sociable it's there way of getting to know your weaknesses, don't expect to be valued, trusted, promoted, and most of all don't expect anyone above your level to have a clue about what they are doing they are incompetent but that doesn't matter just don't mention it to them as they don't like being made aware of their inability to earn their salary. DON'T choose to work for DWP you will regret itDWP are a govt department so they have no accountability or responsibility whatsoever for their budget or their most expensive asset - staff. As such they behave like children and are careless with their toy as they have no respect for it's value and if they break it they just replace the parts until they break it again.
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Productive, fast-paced, rewarding.

A typical day consists of following the "trigger" approach - payment blockers, payments, handovers, payment accuracies, journal messages and other claim actions. In doing so, by prioritising payments, this ensures that the benefit is administered as quickly, smoothly and accurately as possible. Therein lies the challenge, amidst every claim and on the other end of every call, there is a person, a human being in need of assistance. In terms of conduct, when treated with respect, courtesy and reverence, the claimants are mutual and reciprocal - more often than seldom. The training is adequate but not exhaustive, so you learn by osmosis. However, when tasked with a particularly complicated case, my colleagues have always been there to offer support and advice. The hardest part of the job, although not insurmountable, is not having the time to assist vulnerable claimants as much as I would like - it can be done, but not always within the same day. That said, when you do get the opportunity to help someone, regardless of their circumstances, it is immensely rewarding.

Pros

Flexi-time Annual leave Supportive colleagues

Cons

Poor pay Overemphasis on stats Saturday working (1 in 4)
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Fab place to work, great team feel and everyone is really supportive and helpful.

My best job by far for many reasonsSo much support it's amazing.Work hard but very rewarding Tons of learning and training opportunities Fab place to work Lovely people

Pros

People

Cons

Need to know an awful lot.
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Good place to work

Good support from Management team. Flexible working conditions. Friendly working environment. Reasonable offices in terms of location and local amenities

Pros

Flexible working

Cons

No Pay increase
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Poor

Not enough training when things change and not friendly towards disabled staff. Sickness policy is for able bodied staff only as they do not take into account peoples medical problems or take advice from doctors in fact they think they are doctors
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Mixed bag, mainly negative.

It’s dependant on your manager as to your experience. Having a good Line Manager can make the difference as to how enjoyable it can be as the higher ups treat employees as numbers, no personal touch. To them workers are numbers on a spreadsheet and they don’t try to hide this opinion. Many of colleagues left due to mental health issues and stress caused lack of support or care. I was fortunate to mainly have really good managers who did their very best to help but ultimately all they could do was be a shoulder to cry on when the higher ups pulled the rug out from under us regularly.If you join be prepared to look out for yourself and cover your back because nobody here is going to.

Pros

Decent wage, good civil service pension

Cons

Stressful environment, unattainable goals, no personal care from those in charge, toxic work culture
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don't waste your time

I worked here voluntary for experience and knowledge. Didn't pick up anything here. They have no clear direction for any voluntary staff. I felt like the whole escapade was a waste of time. My manager was off out and about not actually in job centre that much. I really to this day have no idea what her job was . Don't bother volunteering here or even working here

Pros

there were Pros?!

Cons

Lots of stress here as you're dealing with unemployed individuals who seem bitter and angry
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Just don't be a work coach

Different department if you do various other support roles where there is flexible working because work life balance is important. Apparently it isn't if you are a work coach. Likewise for wellbeing or development. No time for either of these contact time is more important

Pros

Flexi time in theory. Holiday. Pay is reasonable

Cons

Being talked down to. Stress
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Great place to work

Have very supportive colleagues although management could be better. Job is stressful but very rewarding. For anyone joining I’d recommend having a thick skin and a strong sense of empathy when dealing with your customers.
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Not good as a first time job

As the title says, this isn’t a good WFH job if you’ve never properly dabbled into customer service especially call centre work and a job in general. Pros were that the manager was really friendly and kind, after training there was a wide range of support (3 weeks of helpers answering your queries whilst you take your first live calls). Cons are that there are around 150 calls everyday non stop as it’s the National DWP line so can get intense and you need to work well under pressure. The training was rushed and the trainer spoke to those who didn’t understand like they were five years old every time they asked a question or wanted to recap. I understand that there are other training groups to teach but I’d rather have longer training if it means the content is taught thoroughly. Most of the time we were left to teach ourselves in pairs by reading through text which wasn’t good if we had questions. If we didn’t understand anything we were told to go through everything by ourselves in our own time. The system used for workers at home is also unhelpful, you have to log the reason for each call, not to help DWP but to help the employment/training agency gather data about what people are calling about so they know what to teach trainees. I’d rather focus on my own role and DWP than having to do favours for external parties just for their own use. When it comes to callers dealing with emotional issues, we are taught that our only goal is to get them to confirm verbally that they’re not planning to hurt themselves so we’re not held liable for anything, then we have to deal with their - 
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Worst Place I have worked. Complete lack of integrity.

Dreadful management structure; sink or swim.. not for the faint hearted. Management structure poor, training poor, don’t expect to be supported. Lack of training.

Pros

None

Cons

No respect, rude management, jobs for the favoured only
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Good pay, terrible training & management

A solid job if you don't mind constant changes to your workload that you won't be prepared for while being completely ignored by the higher ups. The training was so lacking that even 9 months into the job I still feel under trained and most of the time have barely any clue what I'm doing, and we're still getting a training session here and there. 9 months in.Management is nonexistant, there are meetings held to try and push ideas onto them and it usually comes back with nothing or it takes months to implement a change when it's something that could take someone smart enough a day.If you're someone who likes a needless challenge, the job is for you but it is not worth the frustration.

Pros

Pay

Cons

Everything else
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Relaxed but repetitive

Far from being the most exciting job in the world but staff are friendly and approachable, there is also flexibility and a fair salary for what the role entails. Senior management is not the best as there are constant changes to working processes and teams, with this I’ve felt a loss of motivation especially with how repetitive and tedious the job can be anyway.

Pros

Flexibility, relaxed and friendly atmosphere

Cons

Repetitive, uninteresting, senior management
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Poor management

The job is less about people and more about figures. There is always a demand for more and never any recognition. The management team spend all of their time in meetings and don’t have time to manage their teams. I have never had a performance review or one to one.

Pros

Salary and pension

Cons

Overworked
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Alright work but shocking management. Over worked, under paid.

Since making the move here it has been a culture shock. Management choose their fav’ to help progress leaving everyone else behind and in the dark and very secretive. Advertise as family friendly but NOT AT ALL! Who your team leader is makes a big impact on how your managed, micro managing seems to be a thing and treated like a child. I have experienced all this whilst blending in the background and working hard. The extra star given because the colleagues I’ve worked with have been great and helpful. The system to book leave is shocking, booking a year in advance (I don’t plan 2 weeks ahead forget a year) and when requesting leave for the current month it’s rarely available. Work is alright but can get somewhat repetitive but could be a decent place to work if it weren’t for management. So unfortunate.

Pros

Flexi

Cons

Working Saturdays, underpaid, over worked, dreadful management
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Great department, let down by management

I think this would be a fab place to work if it was not run like playtime at primary school, gossip and politics included. The job itself is interesting, varied, fulfilling and can be quite enjoyable but this is drowned out by other things.Management care nothing for the quality of anyone’s work as long as people are reaching the targets for the number of claimants booked/seen in a day. You’ll only ever be promoted if the head honcho likes you on a personal level and there is no attempt at employee recognition for a job well done, even if she does walk round the office to show her face. No performance management for either good or poor performance and no one cares what you do all day. Expect your motivation to be eroded very quickly until you stop making the effort to do a great job. It’s a nice foot in the door to the Civil Service but that is all purely because of the way this office is run.

Pros

Work stays at work

Cons

No recognition. Masses of office politics from the top down. Numbers driven. No management support.
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Overall rating

Based on 1,248 reviews

Ratings by category

3.8 out of 5 stars for Work/Life Balance
3.5 out of 5 stars for Salary/Benefits
3.3 out of 5 stars for Job security/advancement
3.2 out of 5 stars for Management
3.4 out of 5 stars for Culture

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