Laura Evans

Variation of job roles

· Telephony: Taking new benefit claims over the phone, following a script and helping claimants with queries.

· Processing Legacy Benefits: Income Support and Job Seekers Allowance: Ensuring all information required was collected and systems were up to date.

· Quality Team: I was part of a specially formed ' Quality Team' for Income Support. This involved listening to calls made by members of staff to ensure the call script was being followed and accessing claims they had worked on to check the work was accurate. Where issues were identified, one to one support was organised.

· Decision Making: Working as part of the Crisis Loan team - taking calls from claimants who considered themselves to be in financial crisis, assessing their needs and using the balance of probability to either award or reject a same-day emergency payment.

· LEAP (Legal Entitlements and Administrative Practices): I was part of a DWP LEAP exercise to correct incorrect State Pension payments. This involved checking historic data to ensure the systems were corrected, calculating underpayments and making substantial payments to customers.

· Universal Credit: My current job role involves processing the Child Element of Universal Credit correctly, checking various systems including LEV (Life events verification) for details of births, CIS (Customer Information System) for disabilities as well as the Child Benefit system to ensure the amount of Universal Credit is paid to the claimant.

· Team Leader Cover: I have provided cover for team leaders across the office when required, monitoring team stats, attending meetings with senior management, conducting one to one meetings and dealing with sickness absence if required.

· Mentoring: Over the past 10 years I have mentored many groups of staff both in the office and all over the country via teams. This has involved group calls during which I have conducted walk-throughs and job demonstrations, creating ‘how to' guides for new staff and identifying and feeding back recurring errors to help develop an improved training programme.

· Managing a sales team / sickness absence / HR admin

· Handling customer complaints

· Collating figures for senior management.