DWP Training

Can anyone tell me what training the DWP call centre staff receive? The reason for asking is this.

on the last two occasions I have had to ring them regarding ESA and having asked my question I get told we don’t understand all the benefits we are just a call centre. If you then ask if you could speak to a Decision maker your told they don’t take calls. You then have to go through the long process of writing to them, some disabled people may find Difficult To do. Would it not be better if Call taker put you through to a supervisor or advised you of whom you could speak to.

I would like your comments and any details of any incidents.
Thank you


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