Universal Credit Job Centre - Work Coach - Staffordshire and Derbyshire (Ref: 717)

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., 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., The full time working week in DWP is 37 hours (under certain circumstances 36 hours for existing DWP staff based in London)., DWP is a family-friendly employer and part-time and term time working patterns may be available but must meet business needs.
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.


• 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.
• Youll also be required to handle telephony queries and have the ability to manage difficult situations where required in a calm and professional manner.
If youre looking for a career that makes a clear and positive difference to peoples 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. Behaviours We'll assess you against these behaviours during the selection process:
• Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions, Please complete the application form and write up to 500 words providing examples of how things you have done in the past and your skills and experience help you demonstrate the Civil Service Behaviour Communicating and Influencing (Level 2)., Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions
The evidence you provide must relate to your own thoughts and experiences., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of 29,500 DWP contributes 8546.15 Find out what benefits a Civil Service Pension provides. We also have a broad benefits package built around your work-life balance which includes:
• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave at least 23 days on entry, increasing up to 30 days over time (prorata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 years continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Womens Network, National Race Network, National Disability Network (THRIVE) and many more., If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade.
• If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances.
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern, and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health., All customers must receive a consistently good service no matter how or when they decide to contact DWP as such: You may be required to work at any time between the hours of 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. A working pattern that meets business needs will be discussed and agreed once you have started. You will be given advance notice of your personal schedule. Working pattern Part time and job sharing working patterns within working hours may be available but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training.,
• 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) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .