DWP Universal Credit Work Coach Executive Officer - East Anglia

at  Department for Work and Pensions

ABOUT THE JOB

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. We are the UK’s biggest public service department and administer the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.
DWP is committed to being an equal opportunities employer and we aspire to being the most inclusive employer in the United Kingdom.
The Work Coach role is rewarding, varied and complex and no two days will be the same as you will be dealing with different customers face to face and their specific support needs each day.
If you’re looking for a career that makes a clear and positive difference to people’s lives, then a DWP Executive Officer role may be an ideal for you!
About us - Department for Work and Pensions GOV.UK

JOB DESCRIPTION

As a Work Coach you hold a vital role in the Department, helping individuals and their families towards financial independence through work and enabling them to claim the support they need as they progress.
Work Coaches are customer-focused, dedicated individuals and able to deliver exceptional service with empathy and compassion to people who need their support.
As a Work Coach, you will use sound judgement to help people through some difficult, challenging times in their lives, and your tailored coaching can make a huge difference to their ability to find, stay in, and progress in a job.
If you’re looking for a job that makes a clear difference to people’s lives, a Work Coach role in DWP could be just what you are looking for.

KEY ACCOUNTABILITIES

The Work Coach role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of face to face, digital and telephone contact on a daily basis. Some of the main activities are set out below:

• Providing support to customers claiming Universal Credit, Employment and Support Allowance, Jobseekers Allowance and Income Support.
• Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world, and matching to suitable vacancies.
• Meeting your legal duty to comply with the Equality Act 2010 and making sure your customers get the additional support and advice to help them access our services
• Building positive relationships with customers that encourages, motivates, and builds trust.
• Developing an in-depth knowledge of local employment opportunities and the support our service partners offer.
• Making timely decisions, based on customer needs, and referring them to appropriate help and support.
• Be accountable for performance and management of your caseload.

WHAT WE ARE LOOKING FOR:

• Effective communication skills both verbally and in writing to a wide range of diverse customers,
• The ability to understand complex information and give clear explanations to the customer.
• You will be able to coach customers to improve their movement in to work
• You must be able to navigate a range of computer systems to action tasks as well as coach customers to. be confident using digital work search tools.
• You’ll also be required to handle telephony queries and have the ability to manage difficult situations where required in a calm and professional manner.
  If you’re looking for a career that makes a clear and positive difference to people’s lives, then being a Work Coach may be an ideal role for you! You can find out more and apply here.
  Do you want to be part of a team where you can be yourself, feel supported, empowered, valued, respected, fairly treated and able to achieve your full potential?
  If your answer is Yes. Join us!
  We have exciting, challenging and rewarding roles available across DWP.
  We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

THIS IS AN OFFICE BASED ROLE.

Successful candidates will be appointed to a particular DWP office but may be required to travel regularly to other DWP premises or locations in the community that are within a reasonable daily commute from the home office.
We will discuss this further with you, if you are successful and at the point of agreeing your start date.
Job offers will be made in merit order. If you are successful and your selected location(s) have been filled at the time of offer, DWP may offer you a role from other locations listed within this advert within a reasonable travelling distance of your home.
Please note, additional locations may be available at the posting stage.
Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.

The Work Coach role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of face to face, digital and telephone contact on a daily basis. Some of the main activities are set out below:

• Providing support to customers claiming Universal Credit, Employment and Support Allowance, Jobseekers Allowance and Income Support.
• Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world, and matching to suitable vacancies.
• Meeting your legal duty to comply with the Equality Act 2010 and making sure your customers get the additional support and advice to help them access our services
• Building positive relationships with customers that encourages, motivates, and builds trust.
• Developing an in-depth knowledge of local employment opportunities and the support our service partners offer.
• Making timely decisions, based on customer needs, and referring them to appropriate help and support.
• Be accountable for performance and management of your caseload