Impactful UCR Operations Lead & Team Coach

Department for Work and Pensions (DWP); Basildon; On-site; GBP 34,000 - 45,000; Full time

Job summary

Department for Work and Pensions (DWP) in Basildon is seeking an UCR Team Leader to oversee Universal Credit Review operations. You will lead and coach frontline agents to ensure accurate entitlements and excellent customer service across a diverse claimant base.

You will monitor performance, handle escalations, and work with stakeholders to maintain One Service ethos while supporting claimants to achieve financial independence through robust interviews and data reviews.

Responsibilities

• Line manage a UCR team to deliver the review process.
• Coach agents to understand the aims of UCR and deliver reviews for a diverse claimant base.
• Maintain oversight of agents' workloads and prioritise work across the team.
• Deal with escalations and complex queries from UCR agents or stakeholders.
• Coach agents to analyse data and conduct robust interviews with claimants.
• Ensure outcomes are recorded on departmental systems and actions completed.

Job description

Department for Work and Pensions (DWP) in Basildon is seeking an UCR Team Leader to oversee Universal Credit Review operations. You will lead and coach frontline agents to ensure accurate entitlements and excellent customer service across a diverse claimant base.

You will monitor performance, handle escalations, and work with stakeholders to maintain One Service ethos while supporting claimants to achieve financial independence through robust interviews and data reviews.