UCR Operations Lead - People & Process Coach

Department for Work and Pensions (DWP); Hastings; On-site; GBP 32,000 - 42,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking a Universal Credit Review (UCR) Team Leader to coach and lead a frontline team within Operational Delivery. You will help ensure claimants receive the correct entitlement, support our frontline colleagues, and deliver high-quality customer service across a diverse caseload.

You will line manage agents, monitor performance, handle escalations, and build strong relationships with stakeholders to drive timely outcomes and reduce fraud and error in

Qualifications

• Proven experience in line management and coaching of a team.
• Strong leadership and stakeholder relationship skills.
• Ability to manage workloads and priorities.
• Experience handling escalations and complex queries.
• Flexible, collaborative, proactive approach.

Responsibilities

• Line manage a UCR team and coach agents.
• Review entitlement and ensure correct level of benefit.
• Monitor performance and conduct Tier 1 quality assurance.
• Develop and maintain relationships with stakeholders for delivery.
• Coach agents to analyse data and conduct interviews with claimants.
• Record outcomes on departmental systems and complete corrective actions.
• Collaborate to develop the role and respond to escalations.

Skills

Leadership

Coaching

People management

Communication

Data analysis

Interviews

Tools

Microsoft Teams

Job description

Department for Work and Pensions (DWP) is seeking a Universal Credit Review (UCR) Team Leader to coach and lead a frontline team within Operational Delivery. You will help ensure claimants receive the correct entitlement, support our frontline colleagues, and deliver high-quality customer service across a diverse caseload.

You will line manage agents, monitor performance, handle escalations, and build strong relationships with stakeholders to drive timely outcomes and reduce fraud and error in