Lead UCR Team: Public Service Ops & Coaching

Department for Work and Pensions (DWP); Preston; On-site; GBP 35,000 - 48,000; Full time

Job summary

Department for Work and Pensions (DWP) in Preston is seeking a UCR Team Leader to guide and develop a Frontline Universal Credit Review team, ensuring high standards of service and accuracy for claimants.

You will line manage agents, monitor performance, coach staff, and prioritise work to meet service goals, while collaborating with internal stakeholders to resolve issues and drive continuous improvement.

Responsibilities

• Coaching and line managing a team of UCR agents.
• Overseeing workload and prioritising tasks across the team.
• Coordinating with stakeholders to resolve escalations and complex queries.
• Conducting Tier 1 quality assurance within the team to ensure accuracy of reviews.
• Ensuring agents properly record outcomes on departmental systems.

Job description

Department for Work and Pensions (DWP) in Preston is seeking a UCR Team Leader to guide and develop a Frontline Universal Credit Review team, ensuring high standards of service and accuracy for claimants.

You will line manage agents, monitor performance, coach staff, and prioritise work to meet service goals, while collaborating with internal stakeholders to resolve issues and drive continuous improvement.