Work Coach

**Details**:
**Reference number**:

- 278635**Salary**:

- £28,117**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Work and Health Services - Universal Credit**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Part-time, Part Year**Number of jobs available**:

- 7Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Galashiels, HawickAbout the job

**Job summary**:
The Department for Work and Pensions is looking to fill Work Coach roles in UC Operations Directorate. These are key roles and we are looking for people who share our values and who are passionate in delivering excellent customer service to our diverse range of customers.

The roles available will be based in Galashiels Jobcentre or Hawick Jobcentre.

Do you have a positive attitude, a desire for public service and want to make a difference to people’s lives?

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.

The Work Coach role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of digital, telephone and face to face contacts on a daily basis. To be successful you will need to demonstrate effective communication skills across a wide range of diverse customers, along with the ability to understand complex information and give explanations to the customer. You will also have the ability to manage difficult situations.

**Job description**:
The Work Coach role is undertaken face to face, digital and telephone interventions with customers, employers and wider DWP teams, this role typically involves:
- Having an assigned caseload of Universal Credit, Jobseekers Allowance, Employment Support Allowance & Income Support claimants for whom they will be responsible, providing consistency and continuity of service.
- Looking for ways to serve customers that continually puts their needs at the heart of what we do.
- Offering quality, dynamic, flexible, advice, and support to underpin claimants’ personalised commitment to job search actions and support them to develop the skills and activities they need to look for and obtain work in a digital environment.
- Building positive relationships with customers that encourages, motivates and build trust through recognition, praise and reinforcing of positive behaviours, simplifying complexities and adapting communications so others can understand, completion of tasks, encouraging the achievements of furthermore stretching goals.
- Proactively developing in-depth knowledge of the local labour market and provision, recognising the roles that our Partners and Employers have in helping our customers secure employment.
- Being accountable for the decisions made during interviews with claimants to help move them back into sustained employment or prepare for work.

**Person specification**:
Your role could involve a range of duties and we are seeking people who are adaptable and flexible. Typical duties may include:

- Providing excellent customer service in a variety of environments including face-to-face.
- Making fact-based assessments regarding benefit entitlement.
- Dealing with enquiries from a variety of customers.
- Supporting the Department’s aim to use digital means as the primary contact channel for all claimant services.
- Managing Departmental resources and reputation; this could include making spending decisions, ensuring value for money, confirming eligibility to receive appropriate benefits, line management of colleagues or managing communication with external partners.
- Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Communicating and Influencing
- Making Effective Decisions
- Managing a Quality Service
- Communicating and Influencing

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.**Assessment Process**

Selection will be by an on-line assessment, written sift, followed by an interview (pre-recorded video).

**On-Line Assessment**

**Written Sift**

**CV**

The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requ