Universal Credit Employment Support Coach

3 weeks ago

Folkestone, Kent, United Kingdom UK Civil Service Full time

Job Overview

About the Role

The Department for Work and Pensions (DWP) oversees welfare, pensions, and child maintenance policies. As the largest public service department in the UK, we manage the State Pension and a variety of benefits for approximately 20 million claimants and customers.

DWP is dedicated to being an equal opportunities employer and aims to be the most inclusive workplace in the United Kingdom.

The role of an Employment Support Coach is fulfilling, diverse, and complex, with each day presenting unique challenges as you assist different customers face-to-face with their specific support needs.

If you seek a career that positively impacts individuals' lives, a role as an Employment Support Coach within DWP may be the perfect fit for you.

Role Responsibilities

As an Employment Support Coach, you play a crucial role in the Department, guiding individuals and their families towards financial independence through employment and ensuring they receive the necessary support throughout their journey.

Employment Support Coaches are customer-centric, compassionate individuals capable of delivering outstanding service with empathy to those in need.

In this position, you will utilize sound judgment to assist individuals during challenging times, and your personalized coaching can significantly enhance their ability to secure, maintain, and advance in employment.

If you desire a role that creates a meaningful difference in people's lives, consider the Employment Support Coach position at DWP.

Key Responsibilities

The Employment Support Coach role encompasses a wide range of duties. You will engage with customers, employers, and colleagues through a mix of face-to-face, digital, and telephone interactions daily. Key activities include:

  • Providing assistance to customers applying for Universal Credit, Employment and Support Allowance, Jobseeker's Allowance, and Income Support.
  • Delivering quality guidance to customers regarding job search strategies, aiding them in effectively navigating a predominantly digital job market, and connecting them with suitable job openings.
  • Ensuring compliance with the Equality Act 2010 and guaranteeing that customers receive the additional support and advice necessary to access our services.
  • Fostering positive relationships with customers that encourage, motivate, and build trust.
  • Acquiring comprehensive knowledge of local employment opportunities and the support services offered by our partners.
  • Making timely decisions based on customer needs and referring them to appropriate assistance and resources.
  • Being accountable for the performance and management of your caseload.

Candidate Profile

We are looking for individuals who possess:

  • Strong communication skills, both verbal and written, to engage with a diverse range of customers.
  • The ability to comprehend complex information and provide clear explanations to customers.
  • Coaching skills to assist customers in enhancing their employability.
  • Proficiency in navigating various computer systems to perform tasks and guide customers in using digital job search tools.
  • The capability to manage telephonic inquiries and handle challenging situations calmly and professionally.

If you are interested in a career that makes a significant and positive impact on individuals' lives, the Employment Support Coach role may be an ideal opportunity for you.

Organizational Culture

Do you want to be part of a team where you can be authentic, feel supported, empowered, valued, respected, treated fairly, and able to reach your full potential?

If your answer is yes, we invite you to join us.

We offer exciting, challenging, and rewarding roles across DWP.

We seek individuals who are customer-focused, possess the right skills, commitment, and capability to deliver exceptional public service.

Core Competencies

During the selection process, we will assess you against the following competencies:

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

Benefits

In addition to a competitive salary, the Department for Work and Pensions contributes significantly towards your membership in the Civil Service Defined Benefit Pension scheme.

Additional Benefits Include:

  • Generous annual leave, plus bank holidays
  • Flexible working arrangements available
  • Competitive maternity, paternity, and parental leave
  • Employee Assistance Programme focusing on well-being
  • Career and personal development opportunities through the Operational Delivery Profession
  • Employee discount schemes

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