UCR Team Lead - Drive Accurate Reviews & Customer Impact

Department for Work and Pensions (DWP); Dudley; On-site; GBP 32,000 - 45,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking an experienced UCR Team Leader within the Universal Credit Review (UCR) team. You will lead frontline operations, coach colleagues and ensure accurate entitlement reviews for claimants.

Responsibilities include line management, monitoring performance, handling escalations, and working with stakeholders to deliver quality outcomes and reduce errors in the system.

Qualifications

• Demonstrated leadership and team coaching skills.
• Experience coaching and mentoring staff to improve performance.
• Strong interpersonal skills to manage diverse claimant needs.
• Ability to analyse data and identify performance trends.
• Commitment to delivering excellent customer service.

Responsibilities

• Lead UCR agents and ensure they understand the aims of UCR.
• Manage relationships to support delivery of UCR as part of One Service.
• Oversee workload distribution and prioritise tasks within the team.
• Handle escalations and complex queries with stakeholders for resolution.
• Coach agents to analyse data and conduct robust interviews with claimants.
• Ensure accurate recording of outcomes in departmental systems and drive corrective actions.

Skills

Leadership

Coaching

People management

Data analysis

Customer service

Job description

Department for Work and Pensions (DWP) is seeking an experienced UCR Team Leader within the Universal Credit Review (UCR) team. You will lead frontline operations, coach colleagues and ensure accurate entitlement reviews for claimants.

Responsibilities include line management, monitoring performance, handling escalations, and working with stakeholders to deliver quality outcomes and reduce errors in the system.