Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what training her Department requires call handlers to complete.

All directorates within DWP receive Telephony learning. This begins with new joiners receiving induction and mandatory learning which covers topics such as communicating effectively, delivering excellent customer service, keeping safe, and how to support those with additional or complex needs.

On completion of the induction learning delegates will complete their technical learning covering the skills and knowledge required for their specific role.