Department for Work and Pensions |
Gerry Reardon is truly inspirational in his dedication to customer service and making sure things are put right for the customer with impartiality.
Gerry leads the team specialising in Universal Credit (UC) complaints/official correspondence. He has personally dealt with some very complex and harrowing cases including potential evictions just prior to the Christmas and some extremely vulnerable customers who have been left with little or no financial support. He provides a unique service to customers who have felt that their voice has not been heard by anyone else and those that have approached senior managers within DWP.
He takes the time to explore the issues and contacts the customer to seek confirmation of their complaint and provide reassurance. Invariably these cases need an urgent resolution, usually within 24 hours, so Gerry works at real pace to make things happen. He liaises with operational colleagues to gain a full insight into the history of a case and works collaboratively to put things right. He always goes the extra mile so if he uncovers further, or systemic, issues he proactively ensures these are fully addressed. His team follow his example and he is an exceptional role model and ambassador for DWP.