UCR Team Lead: Frontline Coach for Entitlements

Department for Work and Pensions (DWP); Swindon; Híbrido; GBP 42 000 - 64 000; Tempo integral

Resumo da oferta

Department for Work and Pensions (DWP) invites applications for a frontline UCR Team Leader. You will coach and lead a UCR team responsible for reviewing claimant entitlements, guiding performance and ensuring accurate outcomes.

The role emphasizes coaching, decision making and high-quality customer service in a public sector context. You will line manage agents, balance workloads, handle escalations, and collaborate with stakeholders to deliver the One Service ethos while supporting claimants

Responsabilidades

• Coaching and leading a UCR team to design and deliver the review process.
• Line management of UCR agents, tracking performance and quality assurance.
• Prioritise work across the team and manage escalating or complex queries.
• Coach agents to analyse data and conduct robust interviews with claimants.
• Ensure outcomes are recorded in departmental systems and actions completed.
• Develop and maintain strong relationships with stakeholders to deliver the One Service ethos.

Conhecimentos

People leadership

Coaching

Team management

Stakeholder management

Decision making

Communication

Performance monitoring

Ferramentas

Microsoft Teams

Descrição da oferta de emprego

Department for Work and Pensions (DWP) invites applications for a frontline UCR Team Leader. You will coach and lead a UCR team responsible for reviewing claimant entitlements, guiding performance and ensuring accurate outcomes.

The role emphasizes coaching, decision making and high-quality customer service in a public sector context. You will line manage agents, balance workloads, handle escalations, and collaborate with stakeholders to deliver the One Service ethos while supporting claimants