School of Sociology and Social Policy

Laura Hickman

ESRC DTC PhD Student, Faculty of Social Sciences


Research Summary

Current Status

PhD (full-time) - currently registered

Research Topic Title

Working on the front line with benefit claimants in austerity Britain: The emotional labour of Benefit Officers

Research Summary

My PhD is a qualitative research project on the emotional labour performed by Benefit Officers who work directly with claimants in contemporary Britain. I will be exploring the nature of the emotional labour staff perform and I am particularly interested in uncovering how changes as a result of the Welfare Reform Act 2012 may have impacted staff as they are required to be the face of the benefit reforms and are currently experiencing a period of major upheaval in their workplaces.

Research Supervisors

Primary Funding Source

ESRC Doctoral Training Centre

Research Centre Memberships

International Centre for Public and Social Policy

Identities, Citizenship, Equalities and Migration Centre

School of Sociology and Social Policy

Law and Social Sciences building
University of Nottingham
University Park
Nottingham, NG7 2RD

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