However, to be sure, I pop the number into "Who calls me..." and the comments are anything but reassuring. It is a call centre in Grimsby. Some posts say, it is the DWP, others say it is Child Services (wouldn't know what business I have with them) and others again say it's one of those cold calling sellers. So I keep waiting, but no phone call comes. I am beginning to wonder.
On Friday, 5th August, I have the following letter in the mail:
First of all, my name is spelled incorrectly, despite me entering the information in their online system correctly. It then says that their policy is to contact the claimant over the phone. They have tried to ring me "on two separate occasions" but were unable to reach me. Therefore, I now need to ring them and start a new claim. Uh?!
I am not sure whether I would count 2 phone calls on the same day within an hour "two separate occasions". What if I was in a job interview? Or had a doctor's appointment? Also the fact, that while I hang in the queue on Friday afternoon to follow this up, the annoying voice on the phone keeps saying: "You can now claim Jobseekers Allowance online!" - I have done that, lady, to avoid all this phone shenanigan, and look!! I am on the bloody phone, despite your online application system! After 15 min of waiting, I hang up frustrated.
Fast forward: Monday, 8th August 2011
It is early morning, I am on the phone to sort out this claim business. I anticipate that I need to answer all the questions I have answered on the online form again, because I need to start a new claim. I have collated all the papers that I needed previously, just in case. Again, I spend 15 min in the queue with the annoying voice telling me that I could do this online - I can't and feel progressively annoyed.
Finally, someone picks up and asks: You want to start a new claim? No, thanks, I've done the online thing and you phoned me twice on the same day within the same hour and now sent me this letter that I need to do it all again. It just all gurgles out of my mouth. However, the woman is friendly and very helpful. She asks for my reference number and tells me that all the information is on the system. She will just check through that I have answered all the questions (oh dear, I do need to answer them all again!). But, it turns out she just asks a few minor details where I've not provided information (the savings certificates vs premium bond issue) and declares my form complete. Horrah!
She then proceeds to tell me that my nearest Jobcentre is Kingston and that she will check the diaries there to book me in for my initial work focused interview. I can get one on Thursday, 11th August. That's fairly swift and my brain starts to think I might actually get some support and maybe they could even refer me to some help for self-employment... but I am getting ahead of myself.
The first part of the conversation was very much focused on keeping me happy and posing as little strain on me as possible, which I found very helpful and supportive. Finally someone who is actually interested. However, that feeling got a damper quickly when she then launched into the legal information (my responsibilities to provide accurate information, seek work, and keep them updated of any changes), when she rattles down what documents I need to bring to the interview, gives me the address, a phone number. Asks whether I want the phone number for Jobseekers Direct, their telephone service - eh... do I want to? Yeah, go on then (although I know that in the way of academic jobs there won't be much, but I want to appear willing to search a job). At this stage I am slightly overwhelmed with information and just glad when she asks if I have any questions. The whole phone call took about 10 minutes.
Overall, I have to say after the disappointment and struggle with the online system, I found the telephone interaction the first helpful support, with some minor hick-ups. But at least it set me on a positive outlook for the Work Focused Interview.
No comments:
Post a Comment