UCR Team Lead: Public Service Coach

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

Job summary

Department for Work and Pensions (DWP) is seeking a proactive Operational Team Leader within the Universal Credit Review (UCR) team in Wales. You will coach, lead and develop a UC-focused team to ensure accurate entitlement reviews and high-quality customer service.

Working in a frontline public service, you will monitor performance, manage workloads, handle escalations and collaborate across teams to deliver the One Service ethos.

Responsibilities

• Ensuring UCR agents are UC confident, understand aims of UCR and are capable to deliver the review process to a diverse claimant base.
• Effectively manage relationships to ensure delivery of UCR as part of the One Service ethos.
• Maintain oversight of UCR agent's personal workloads and be responsible for prioritising work across the team as part of the team-based approach.
• Deal effectively with escalations and complex queries from UCR Agents, either directly or by escalating to stakeholders for resolution
• Coach agents to analyse data and conduct robust interviews with claimants.
• Ensure Agents record outcomes on departmental systems, and complete actions to satisfy corrective activities.

Job description

Department for Work and Pensions (DWP) is seeking a proactive Operational Team Leader within the Universal Credit Review (UCR) team in Wales. You will coach, lead and develop a UC-focused team to ensure accurate entitlement reviews and high-quality customer service.

Working in a frontline public service, you will monitor performance, manage workloads, handle escalations and collaborate across teams to deliver the One Service ethos.