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Universal Credit Employment Support Coach

3 months 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 dynamic, with each day presenting unique challenges as you engage with various customers and their specific support requirements.

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

Role Responsibilities

As an Employment Support Coach, you play a crucial role within the Department, guiding individuals and their families towards financial autonomy through employment and assisting them in accessing the necessary support as they advance.

Employment Support Coaches are customer-oriented, committed professionals capable of delivering outstanding service with empathy and understanding to those in need.

In this role, you will exercise sound judgment to assist individuals during challenging times, and your personalized coaching can greatly enhance their prospects of finding, retaining, and advancing in employment.

If you desire a position that creates a tangible difference in people's lives, a role as an Employment Support Coach at DWP could be what you are looking for.

Key Responsibilities

The Employment Support Coach position encompasses a wide range of duties. You will interact with customers, employers, and colleagues through a mix of face-to-face, digital, and telephone communications daily. Some primary responsibilities 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 navigating the digital job market, and aligning them with suitable job openings.
  • Ensuring compliance with the Equality Act 2010 and guaranteeing that customers receive the additional support and information necessary to access our services.
  • Fostering positive relationships with customers that inspire, motivate, and build trust.
  • Acquiring comprehensive knowledge of local job opportunities and the support services offered by our partners.
  • Making timely decisions based on customer needs and directing them to appropriate assistance and resources.
  • Taking responsibility for the performance and management of your caseload.

Candidate Profile

What We Seek:

  • 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.
  • Capability to coach customers effectively to enhance their transition into employment.
  • Proficiency in navigating various computer systems to complete tasks and assist customers in utilizing digital job search tools confidently.
  • Experience in managing telephonic inquiries and the ability to handle challenging situations calmly and professionally.

If you are looking for a career that creates a meaningful impact in people's lives, consider the role of an Employment Support Coach.

Do you want to join a team where you can be authentic, feel supported, empowered, valued, respected, treated fairly, and achieve your full potential?

If your answer is yes, we invite you to explore our opportunities.

We have exciting, challenging, and rewarding positions available across DWP.

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

Core Competencies

We will evaluate you against these competencies during the selection process:

  • Effective Communication and Influence
  • Quality Service Management
  • Decision-Making Skills

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