UCR Team Lead: Elevate Claims Review & Service

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

Job summary

Department for Work and Pensions (DWP) is seeking a UCR Team Leader to manage a team within the Universal Credit Review (UCR) operations. You will line-manage and coach colleagues to ensure accurate entitlement decisions for claimants, supporting DWP’s mission to reduce fraud and error in the social security system.

You will monitor performance, conduct Tier 1 quality assurance, prioritise workloads and work with stakeholders to uphold the One Service ethos, delivering excellent customer service

Qualifications

• Experience leading a team in a customer-facing environment.
• Ability to coach, develop and motivate staff to deliver quality outcomes.
• Experience in managing workload and prioritising urgent tasks.

Responsibilities

• Line management of UCR agents, coaching and developing the team.
• Monitor performance and conduct Tier 1 quality assurance.
• Prioritise workloads and handle escalations to resolve complex queries.
• Collaborate with stakeholders to deliver the One Service ethos.
• Ensure accurate recording of outcomes in departmental systems.

Skills

Leadership and people management

Coaching and mentoring

Performance monitoring

Stakeholder engagement

Job description

Department for Work and Pensions (DWP) is seeking a UCR Team Leader to manage a team within the Universal Credit Review (UCR) operations. You will line-manage and coach colleagues to ensure accurate entitlement decisions for claimants, supporting DWP’s mission to reduce fraud and error in the social security system.

You will monitor performance, conduct Tier 1 quality assurance, prioritise workloads and work with stakeholders to uphold the One Service ethos, delivering excellent customer service