What does it mean to you to be recognised in the Birthday Honours list?
I still can’t believe it; I'm still in shock. I feel honoured as so many colleagues are deserving, we all do a great job every day. To be nominated and chosen for the award is beyond belief and beyond anything I could have ever dreamt of. I feel very privileged to be an advanced customer support senior leader and have never taken this for granted. I love my role, the impact I have and the difference we can make.
What does your role involve?
I work across West London covering all benefits lines, working with people across various teams to identify service improvements and building capability. I represent the department at key safeguarding forums including Multi-Agency Risk Assessment Conference, and safeguarding adult boards.
Apart from receiving this Honour, what has been your proudest moment at work?
My proudest moment was securing the role as West London’s advanced customer support senior leader (ACSSL) and building a team who really make a difference and will go the extra mile to support customers.
What does it take to do your job well?
You need great communication skills, empathy, resilience, good listening skills, a love for external partnership working, and most importantly, the ability not to judge. The ACSSL is the voice of the customer, whilst also the eyes and ears protecting DWP’s reputation.
Tell us one thing we might not know about your job
ACSSLs support all benefit lines, from state pension to income support. If a customer is vulnerable and all business as usual has been exhausted, it is very likely ACS will be involved in advising/supporting the product lines.
One other thing: the abbreviation “ACSSL” is seldomly communicated correctly or in the right order – maybe it’s time for a change.