UCR Team Lead - Frontline Public Service Coach

Department for Work and Pensions (DWP); Hull and East Yorkshire; On-site; GBP 32,000 - 46,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking a motivated UCR Team Leader to manage a Universal Credit Review team, ensuring accurate entitlement reviews and high-quality customer service. You will coach staff, monitor performance, and handle escalations while delivering outcomes in a public service environment.

The role requires flexibility, collaboration, and leadership to support claimants towards financial independence within the One Service ethos.

Qualifications

• Experience in leading and coaching frontline staff.
• Ability to implement and monitor review processes in a public service setting.
• Strong customer service focus and the ability to deliver quality outcomes.

Responsibilities

• Lead and coach a UCR team within the One Service ethos.
• Line manage and monitor workloads and performance of agents.
• Coach staff to analyse data and conduct robust interviews with claimants.

Skills

Line management

Coaching

Team leadership

Customer service

Job description

Department for Work and Pensions (DWP) is seeking a motivated UCR Team Leader to manage a Universal Credit Review team, ensuring accurate entitlement reviews and high-quality customer service. You will coach staff, monitor performance, and handle escalations while delivering outcomes in a public service environment.

The role requires flexibility, collaboration, and leadership to support claimants towards financial independence within the One Service ethos.