Facing claimants, signposting them so that they can help themselves, disciplining those that don't! Very IT-driven so these skills were frequently updated, but also attending the needs of the claimants. Local management very good and a wonderful working environment with them and colleagues, but upper levels at distant offices are quite clueless about the workings of the jobcentres or the needs of the colleagues or claimants. Very supportive environment in the office (including cakes at Birthdays!), and a joy to work there. Biggest problem was interpreting the Government's "one-size-fits-all" policy which does not work, and training was too patchy because new initiatives had not been properly thought through. Biggest joy was the appreciation from claimants who had been helped to overcome the difficulties that they had experienced in their efforts to move off benefits.
lovely environment, fair pay, flexible working (within reason)
clueless upper management, severe staff shortages, poor guidance