UCR Operations Team Lead: Public Service Coach

Department for Work and Pensions (DWP); Sunderland; On-site; GBP 36,000 - 48,000; Full time

Job summary

Department for Work and Pensions (DWP) in Sunderland seeks an UCR Operational Team Leader to coach and lead a frontline team delivering the UC review process, ensuring accurate entitlements and high-quality service.

You will line manage agents, monitor performance, conduct quality assurance, and collaborate with stakeholders to resolve escalations, enabling claimants to receive correct support.

Qualifications

• Experience leading teams in a public service or similar environment.
• Ability to coach and develop agents to deliver high-quality customer service.
• Strong stakeholder engagement and escalation management skills.

Responsibilities

• Line manage and coach a team of UCR agents.
• Monitor performance and conduct Tier 1 quality assurance within the team.
• Escalate and resolve complex queries with stakeholders.
• Coach agents to analyse data and conduct robust interviews with claimants.
• Ensure outcomes are recorded accurately in departmental systems.

Skills

Leadership

Coaching

People management

Tools

MS Teams

Job description

Department for Work and Pensions (DWP) in Sunderland seeks an UCR Operational Team Leader to coach and lead a frontline team delivering the UC review process, ensuring accurate entitlements and high-quality service.

You will line manage agents, monitor performance, conduct quality assurance, and collaborate with stakeholders to resolve escalations, enabling claimants to receive correct support.