Work Coach: Empower People to Find & Keep Work

Department for Work and Pensions (DWP); Sunderland; On-site; GBP 28,000 - 36,000; Full time

Job summary

The Department for Work and Pensions (DWP) is seeking motivated individuals for Work Coach roles. You will work on-site in the DWP estate, delivering customer-focused support across Universal Credit, Jobseeker actions and related services.

The role emphasizes empathy, accuracy, and practical guidance to help claimants progress toward employment. As a Work Coach, you will engage with customers face-to-face, via digital channels and by phone, offering tailored coaching and clear next steps.

Qualifications

• Experience providing in-person and digital customer support.
• Ability to manage queries with empathy and clarity.

Responsibilities

• Providing support to customers face to face and digitally.
• Offering guidance to customers on job search actions and available vacancies.
• Assisting customers to comply with Equality Act 2010 obligations and accessing services.
• Building positive relationships to motivate and support customers.
• Developing knowledge of local employment opportunities and partner services.
• Making timely decisions based on customer needs and referring to appropriate support.
• Being accountable for performance and managing caseloads.

Skills

Customer service

Communication

Job description

The Department for Work and Pensions (DWP) is seeking motivated individuals for Work Coach roles. You will work on-site in the DWP estate, delivering customer-focused support across Universal Credit, Jobseeker actions and related services.

The role emphasizes empathy, accuracy, and practical guidance to help claimants progress toward employment. As a Work Coach, you will engage with customers face-to-face, via digital channels and by phone, offering tailored coaching and clear next steps.