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Universal Credit Work Coach – Department for Work and Pensions (DWP)

The Department for Work and Pensions (DWP) is recruiting 7 Universal Credit Work Coaches across Cumbria and Tees. This permanent Civil Service opportunity offers a salary of £32,137 per year, a generous pension and flexible working options, including part-time and job-share arrangements.

Job Summary

  • Employer: Department for Work and Pensions (DWP)
  • Job Title: Universal Credit Work Coach
  • Salary: £32,137 per year
  • Job Grade: Executive Officer (EO)
  • Locations: Hartlepool, Middlesbrough, Penrith and Workington
  • Contract: Permanent
  • Working Pattern: Full-time, part-time, flexible working and job share
  • Number of Vacancies: 7
  • Pension: Civil Service Pension with an employer contribution of 28.97%
  • Closing Date: 28 October 2026 at 11:55 pm
  • Reference Number: 483347
  • Visa Sponsorship: Not available for new Skilled Worker sponsorship applications under the conditions specified in the advert. Limited exceptions may apply to eligible existing sponsored workers.

About the Role

The Department for Work and Pensions is responsible for welfare, pensions and child maintenance policy. As one of the UK’s largest public service departments, it supports millions of people through a range of benefits and employment services.

As a Universal Credit Work Coach, you will help people move towards financial independence by supporting them to find work, remain employed and access the assistance they need.

You will work directly with customers in a Jobcentre environment, providing practical guidance, motivation and tailored support. The role involves dealing with people from diverse backgrounds, understanding their individual circumstances and helping them overcome barriers to employment.

This is an office-based position requiring regular attendance at your assigned Jobcentre. You will also communicate with customers through telephone and digital channels.

Key Responsibilities

Your duties will include:

  • Supporting customers claiming Universal Credit, Employment and Support Allowance, Jobseeker’s Allowance and Income Support.
  • Advising customers on effective job-search strategies and helping them identify suitable vacancies.
  • Coaching individuals to improve their prospects of finding, retaining and progressing in employment.
  • Building positive relationships that encourage customers, strengthen their confidence and motivate them to take action.
  • Ensuring customers receive appropriate support in line with the Equality Act 2010.
  • Developing knowledge of local employment opportunities and services provided by partner organisations.
  • Assessing customer needs, making timely decisions and referring people to appropriate support services.
  • Managing your caseload and taking responsibility for the quality of service provided.
  • Helping customers develop confidence in using online job-search tools and digital services.
  • Handling telephone enquiries and responding professionally to challenging situations.

Essential Skills and Requirements

Applicants should demonstrate:

  • Strong verbal and written communication skills.
  • The ability to understand complex information and explain it clearly.
  • Effective coaching and customer-support skills.
  • Confidence using computer systems and digital tools.
  • The ability to manage difficult conversations calmly and professionally.
  • Good judgement, problem-solving skills and the ability to make decisions.
  • The ability to work independently and collaboratively in a busy environment.

Important working requirement: Successful applicants must be able to attend their assigned Jobcentre in person and provide face-to-face customer support. Telephone and digital communication are also essential parts of the role.

The advert does not list a specific degree requirement. Applicants should review the full person specification and Civil Service eligibility requirements before applying.

Training and Professional Development

DWP provides funded learning and development opportunities to help employees build their skills and progress in their careers.

Depending on business requirements, successful candidates may be required to complete a work-based qualification, potentially through an apprenticeship. This training may take place during working hours and forms part of the role’s employment requirements.

Applicants who hold a Level 3 qualification, such as two A levels or an equivalent qualification, are advised to bring their certificates to the interview if available.

Salary, Pension and Employee Benefits

In addition to the annual salary of £32,137, the role offers a range of Civil Service benefits.

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Pension

  • Membership of the Civil Service Defined Benefit Pension Scheme.
  • Employer pension contribution of 28.97%, valued at approximately £9,310 annually according to the advert.

Annual Leave

  • At least 23 days of annual leave on entry, increasing to 30 days with service.
  • Nine public and privilege leave days.
  • Annual leave is calculated proportionately for part-time employees.

Flexible Working

  • Part-time working.
  • Job sharing.
  • Flexible hours and flexi-time.
  • Compressed working hours.
  • Term-time working arrangements.

Additional Benefits

  • Interest-free season ticket loans.
  • Cycle to Work scheme.
  • Employee discount scheme.
  • Employee Assistance Programme, including specialist advice and counselling.
  • Family-friendly policies, including enhanced maternity and shared parental leave pay after one year of continuous service.
  • Funded training, recognised qualifications, coaching and mentoring.
  • Staff networks supporting inclusion, professional development and employee wellbeing.

Visa Sponsorship and Right to Work

Visa sponsorship is restricted for this vacancy.

The employer explicitly states that these positions are not currently eligible for new Skilled Worker visa sponsorship applications for candidates who do not already hold permission to be in the UK as a Skilled Worker sponsored before 4 April 2024.

The advert also notes that the roles are not included on the published Immigration Salary List. Applicants should not assume that the £32,137 salary qualifies them for new Skilled Worker sponsorship.

Candidates who already have eligible Skilled Worker permission under the circumstances described in the advert should seek specialist immigration advice to establish whether they can apply.

Applicants must also meet the Civil Service nationality requirements and have the necessary right to work in the UK. Being a Commonwealth national does not, by itself, establish eligibility to work in the UK or to receive visa sponsorship.

Selection Process

Recruitment will follow the Civil Service Success Profiles framework, assessing candidates’ behaviours and experience.

1. Initial Application

Candidates will provide their personal details and confirm that they meet the right-to-work and Civil Service nationality requirements.

2. Online Civil Service Judgement Test

After submitting the initial application, eligible candidates will be invited to complete an online Civil Service Judgement Test.

Applicants are encouraged to complete the test within 24–48 hours of receiving the invitation. The deadline for completing the online test is 11:55 pm on 28 October 2026. Failure to complete it by the deadline will result in withdrawal from the campaign.

Scheduled maintenance is planned for 25 October 2026 between 12 noon and 1 pm, when the online testing system will be unavailable.

3. Written Application

Candidates who pass the test will be asked to submit a 500-word personal statement addressing the key criteria.

The statement must demonstrate the behaviour Managing a Quality Service at Executive Officer level by answering:

Tell me about a time when you have taken steps to improve a service whilst taking account of diverse customer needs.

Examples may come from employment, volunteering or other relevant experiences. Applicants must use truthful examples drawn from their own experience.

4. Interview

Shortlisted applicants will be invited to a face-to-face interview lasting up to 45 minutes at either Middlesbrough Central Jobcentre or Workington Jobcentre.

The interview will assess:

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

The sift and interview dates are to be confirmed.

Other Important Information

Successful candidates must complete the required pre-employment checks, including a basic criminal record check and relevant security screening. An Internal Fraud Database check also applies as described in the advert.

A reserve list may be maintained for three months to support further appointments.

Reasonable adjustments are available for applicants who need support during the recruitment process. Contact the Government Recruitment Service at DWPRecruitment.grs@cabinetoffice.gov.uk before the closing date to discuss your requirements.

How to Apply

Interested candidates should read the official vacancy details carefully, confirm their eligibility and complete the online application before the deadline.

Application deadline: 28 October 2026 at 11:55 pm.

Source: Civil Service Jobs – Department for Work and Pensions (DWP), vacancy reference 483347.

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