Case studies: Advisory team manager: Tash Shotton

Following a friend's recommendation, Tash applied for the Civil Service Fast Stream during her final year at The University of Edinburgh. After graduating with an MA in Psychology, she started at the Department for Work and Pensions (DWP). She's now working as the advisory team manager at a Jobcentre Plus office...

My first role was in the strategy unit at DWP, working on ad hoc projects for the Secretary of State. This was a varied and wide-ranging role which helped me to learn about DWP's vast portfolio. I then moved into Private Office, where I ran a junior minister's office and managed a small team.

The job was fast-paced and challenging and I learned about the relationships between ministers and the department, the role Private Office plays as an intermediary, and how political priorities relate to the department's objectives.

My third post was in policy, working on Disability Living Allowance reform. I gained experience managing high-profile stakeholder relationships, project management, working with large external providers and drafting primary and secondary legislation.

I now work as an advisory team manager leading a team of personal advisers in a local Jobcentre Plus office; I chose this as I wanted both operational experience and more people management experience.

There is no typical day in a job centre. I usually get in around 8am and use the first hour to plan my day, deal with any unexpected staff absences and to say hello and chat with each of my staff - which I also do sporadically throughout the day. I then have a catch-up with my deputy.

Each month, I spend a morning shadowing a team member while they're interviewing customers. This helps me to know their strengths and development areas and gives me a better understanding of our customer base. I also have a monthly hour of dedicated one-to-one time with each of my staff, to talk about what has been going well and any areas for development.

If a customer wants to speak to the manager - whether to compliment or complain - I deal with the situation. There are constant changes in operations (and consequently a lot of emails) which I have to keep on top of and ensure I cascade urgent information or changes promptly. I do this face-to-face, as my team are so busy with customers that they don't often check their emails.

Once a week we have a full team meeting, which I use to discuss performance and changes, and as an opportunity for my staff to raise any issues or suggestions. There is quite a bit of paperwork generated by my team, primarily funding for customers to help them back to work, all of which I have to check and authorise.

Every day I catch up with the other manager and his deputy about the office in general, managing upcoming changes and responding to requests for information by District Office or our line manager.

At the end of the day, when the office is closed, I check any outstanding emails to ensure I've dealt with everything urgent and I do my own paperwork relating to my staff. It's a long day and I tend to leave when I get kicked out at 7pm.

I'm aiming to get promoted within the next year; then, after 18 months at the next grade, I'm hoping to do a secondment for a year or two to a charity, to get some experience outside of government and broaden my knowledge base. I'd like to reach the Senior Civil Service in around five years.

I really enjoy working at DWP and don't envisage moving departments in the foreseeable future.

I work with people who are passionate about their role and I can see how much of a difference we can make. My staff get a lot of thank you cards which is really touching and a great reflection of the positive impact they are having on customers.

It's satisfying knowing that what you're doing is directly relevant to people's lives and makes a difference to society. The most challenging part is all of the HR involved with managing 13 direct reports - and trying to keep everyone motivated and happy at work.

A career in the Civil Service is interesting, relevant and challenging. It's helpful to have an interest in everyday politics - as that is what the job is about - but you don't need any specific knowledge.

If you do apply for the Civil Service Fast Stream , be aware that you don't get a choice about which department you'll work in. However, they do try to take your preference and your experience into account; and once on the Fast Stream you can generally move between departments.

The Fast Stream is a great opportunity to get experience across a department - and government, if you do a secondment - and gives you the chance to do some amazing jobs.