UCR Operations Team Lead — Coaching Frontline Service

Department for Work and Pensions (DWP); Pembroke Dock; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking an UCR Operational Team Leader to coach and lead a team responsible for entitlement reviews for claimants. You will guide delivery of the review process and support colleagues to achieve accurate outcomes.

In this role you will line-manage agents, monitor performance, and prioritise workloads while handling escalations and complex queries with stakeholders. You will contribute to the One Service ethos and ensure quality customer service.

Responsibilities

• Lead and coach a UCR team to deliver the review process to a diverse claimant base.
• Line manage UCR agents and monitor performance.
• Maintain oversight of personal workloads and prioritise work across the team.

Job description

Department for Work and Pensions (DWP) is seeking an UCR Operational Team Leader to coach and lead a team responsible for entitlement reviews for claimants. You will guide delivery of the review process and support colleagues to achieve accurate outcomes.

In this role you will line-manage agents, monitor performance, and prioritise workloads while handling escalations and complex queries with stakeholders. You will contribute to the One Service ethos and ensure quality customer service.