UCR Operations Team Leader - Drive Claimant Outcomes

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

Job summary

Department for Work and Pensions (DWP) Leeds is seeking an experienced UCR Team Leader to oversee frontline Universal Credit review activities. You will lead a team responsible for entitlement reviews, ensuring accurate outcomes and excellent customer service to a large claimant base.

You will line-manage and coach a team of agents, monitor performance, conduct Tier 1 quality assurance, and escalate complex issues as needed to stakeholders while working to reduce fraud and error in the system.

Qualifications

• Leadership and people management experience preferred
• Strong customer service orientation
• Ability to coach and develop teams

Responsibilities

• Line manage and coach a team of UCR agents
• Oversee entitlement reviews to ensure accurate outcomes
• Monitor performance and conduct quality assurance
• Coach agents to analyse data and conduct robust interviews
• Manage escalations and route issues to stakeholders for resolution
• Record outcomes in departmental systems and drive corrective actions
• Collaborate across teams to continuously improve the UCR process

Job description

Department for Work and Pensions (DWP) Leeds is seeking an experienced UCR Team Leader to oversee frontline Universal Credit review activities. You will lead a team responsible for entitlement reviews, ensuring accurate outcomes and excellent customer service to a large claimant base.

You will line-manage and coach a team of agents, monitor performance, conduct Tier 1 quality assurance, and escalate complex issues as needed to stakeholders while working to reduce fraud and error in the system.