A Day in the Life of… a Money Advisor

We have a team of four Money Advisors, who cover all of our operating region. The team helps customers with claiming the benefits they’re entitled to, maximising income and paying rent.

Angie Noble has been working for the Group for nearly 20 years. Here, we spend a day with her to see what a day in her job is like…

8am

I start the day by logging on to all the systems we use, including Puzzel for phone calls and Dynamics for recording all my work. I check my emails for anything that needs an urgent response and look at the tasks assigned to me for the day.

9am

I now check our in-tray to see if we’ve had any new referrals into the service which need picking up straight away.

10am

I start my appointments for the day, with most of today’s work set to be done over the phone. The calls today cover a range of topics, including benefit checks, assisting benefits claims and appeals and referrals to other services. We’re getting quite busy at this time of year due to the changes to rent payments, so we need to make sure customers are receiving the right level of support within their Universal Credit payments.

A lot of our work involves sourcing other financial help, such as our Hardship Fund and energy vouchers, so these calls can involve gathering lots of information from customers.

12.30pm

I take a break and grab a bite to eat for lunch.

1.30pm

I’ve had a few emails from DWP Partnership Managers, who we work closely with to try and resolve issues with customers’ benefits. I now need to call customers back to provide them with the updates on their cases.

3pm

I join our weekly team meeting on Microsoft Teams. This meeting is really important so that we can keep up with what everyone is working on and what’s also going on across the wider organisation. We also make sure we offer whatever support each of us needs as some of the calls we take can be quite emotional, so talking to the rest of the team can help deal with that.

4pm

Today isn’t a day where I’m taking the duty calls, so my day is finishing now. If I was on duty, I’d be online until 5pm. I check I’ve finished all my tasks for the day before logging off for the day. We’ll do it all again tomorrow!