Comment on Jobcentre Plus staff Vs Unemployed Professionals by Flexible New Deal
not all staff are a bad bunch (disclaimer line I guess).
But from my own experience of the people I had directly dealt with at my local jobcentre *and* what I have observed (yes, its possible that they only be less productive 30 minutes before I enter until 30 minutes after I leave) I notice the following:
* A mandatory 5-20 minutes break between “customers” (lower range for Customer Service on front desk who wander off… before returning; upper for advisers – sometimes they have work to catch up on in this time but mostly twiddle their thumbs or walk off and get a coffee)
(I myself have always worked in a customer-facing role typically as first point of contact, customers can be really annoying and it gets worse when they are angry due to something someone else has done. If they cannot cope with customer interaction or use text book techniques to calm the situation down and give great Customer Service then they shouldnt be in such a job role. Likewise, for advisers if the work is too difficult for them they shouldnt be in the job. For “customers” who are unemployed (all of them) especially those who are looking for such work or similar work, it becomes very frustrating that those who cannot do the job properly have a job and those who need a job whereas they think they can do a better job, i.e. themselves, dont have the opportunity. This is how people get so upset with the poor service delivered and whereas it becomes very political.)
* Gaze at computer screen or documents with a blank look on their faces (not their fault initially because they are under-trained and dont understand; but those been there a few years should have surely sharpened up their confidence, knowledge and skills – although people keep their jobs on targets of people signing off/sanctions and not on how productive they are)
* The “If you dont like it sign off” approach. This helps their targets. Although cheekly and poor customer service, its understandable where you are directly criticising the person where its actually the system and not them….. but they say that when you aren’t even saying that. This is a disgusting attitude – I wish every DWP employee who has ever said that, some dreadful financial problems of their own and 6 month sanctions on their dole money.
* Two faced approach. Don’t take them for face value… If they ask you if you want to apply for a certain job where you decline where they agree with your points, however, you see them click a drop down box, and press the apply/print button… then they come back witht he other two jobs, while sticking one sheet in the bin, you know they have applied you for a job they haven’t notified you for. (Of course you have “good cause” if they haven’t made you aware i.e. given you the written notice, however, the systems record shows it was printed… so you coudnt rely on this)
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Posted: August 2nd, 2010 under Comments.