UCR Operational Team Lead – Lead, Coach & Deliver Impact

Department for Work and Pensions (DWP); Canterbury; Hybride; GBP 35 000 - 48 000; Plein temps

Résumé du poste

The Department for Work and Pensions (DWP) is seeking a skilled UCR Team Leader to coach and lead a frontline Universal Credit Review team. You will drive quality, performance, and effective decision-making to ensure claimants receive the correct entitlement.

You will line manage agents, monitor workloads, resolve escalations with stakeholders, and foster a collaborative One Service culture, delivering excellent customer service in a public service environment.

Qualifications

• Experience leading and coaching a customer-facing team.
• Ability to design and deliver activities to ensure entitlement accuracy.
• Strong decision-making with focus on reducing fraud and error.

Responsabilités

• Lead and coach a UCR team to deliver review processes.
• Line manage UCR agents, monitoring workload and prioritising tasks.
• Coach agents to analyse data and conduct robust interviews with claimants.
• Ensure accurate recording of outcomes in departmental systems.
• Manage escalations and resolve complex queries with stakeholders.
• Foster cross-team collaboration and contribute to One Service ethos.
• Maintain a high standard of customer service and policy knowledge.

Connaissances

Leadership

Coaching

Stakeholder management

Data analysis

People management

Outils

Microsoft Teams

CRM systems

Description du poste

The Department for Work and Pensions (DWP) is seeking a skilled UCR Team Leader to coach and lead a frontline Universal Credit Review team. You will drive quality, performance, and effective decision-making to ensure claimants receive the correct entitlement.

You will line manage agents, monitor workloads, resolve escalations with stakeholders, and foster a collaborative One Service culture, delivering excellent customer service in a public service environment.