Trish is conducting staff appraisals and Danielle is feeling the pressure, while Angela is in an unusually good mood. When the reason for her cheerfulness comes to light, George suspects that she is not telling the whole truth and seeks revenge. Karl arrives for work with a spring in his step - he has finally got a girlfriend. Then he discovers that she signs on at the job centre - where relationships between staff and jobseekers are against the rules.

Brownall House Job Centre manager Trish struggles to keep things running smoothly. She has a world-of-work seminar to run, the temp is late, and difficult employee Angela returns, fresh from winning a tribunal. Karl is the only staff Trish can rely on, but now even he's reached the end of his tether.

The job centre is due to be inspected, and Trish is on the lookout for the mystery shopper - or secret jobseeker - who is going to file a report. Nobody else seems to care, apart from security guard Janette who harbours an irrational hatred of the Great Barr branch and is determined to beat them in the job centre league table. Karl is more interested in working with George - they are going to interrogate a pair of big-time benefit cheats together, but they both want to be the bad cop.

Trish attempts to boost Brownall Job Centre’s figures by calling in the army. Sergeant Steve Fox finds himself on the receiving end of a very different kind of interest though. George goes undercover to try and trap a man who’s signing on and working as a decorator, but things don’t quite go to plan.

It's the morning after Trish's big divorce party, and she's half-clothed in Karl's flat. Unable to remember a thing, Karl is horrified to see that the new deputy manager at work is a beautiful woman his own age, and swiftly plans his departure from the job centre.

Karl tries to prove to Natalie he can be more dynamic, but his tough-guy experiment backfires when a desperate jobseeker takes Trish hostage.

Relations between management and the workforce break down over health and safety and plans for the Christmas party. Goaded by Angela, Karl becomes ringleader and calls a strike.

Brownall tops the leader board for getting people off benefits at the monthly managers' meeting. Trish is more interested in Greg, a manager from the nearby Nechells Job Centre branch. Angela and Natalie go on tour attending a work conference in London with Angela giving a talk to fellow colleagues.

Trish and her deputy manager Natalie stage a youth unemployment initiative to impress the local MP, but things don't go according to plan.

The temperature rises at Brownall when a local hot-tub manufacturer wants to recruit a new sales team - and Trish and Karl each tell a lie which spirals out of control.