UCR Team Leader: Coach, Deliver Right Entitlements

Department for Work and Pensions (DWP); Sheffield; Sur place; GBP 30 000 - 45 000; Plein temps

Résumé du poste

Department for Work and Pensions (DWP) is seeking a UCR Team Leader to coach and lead a frontline group delivering Universal Credit review activities. You will guide performance, ensure correct entitlement outcomes, and maintain high quality service for claimants.

You will manage workloads, support agents in handling complex queries, and collaborate with stakeholders to uphold One Service standards and accurate case outcomes.

Qualifications

• Experience leading and developing teams in a frontline environment.
• Ability to coach colleagues to deliver quality outcomes.
• Proven track record of managing workloads and prioritising tasks.

Responsabilités

• Line manage and coach a team of UCR agents.
• Monitor performance and conduct Tier 1 quality assurance within the team.
• Coach agents to analyse data and conduct robust interviews with claimants.
• Ensure records are updated on departmental systems and actions completed.

Connaissances

Leadership

Coaching

Team management

Customer service

Data analysis

Interviewing claimants

Stakeholder management

Description du poste

Department for Work and Pensions (DWP) is seeking a UCR Team Leader to coach and lead a frontline group delivering Universal Credit review activities. You will guide performance, ensure correct entitlement outcomes, and maintain high quality service for claimants.

You will manage workloads, support agents in handling complex queries, and collaborate with stakeholders to uphold One Service standards and accurate case outcomes.