Work Coach and Deputy Team leader
Work Coach responsibilities include job matching by collaborating with employers and internal teams, maintaining and updating CRM systems for customer accounts to support benefit claims with accuracy. Organized job fairs with 9 employers and supported customers and employers with directions, job applications, and financial support for job starts. Implemented youth offer to customers aged 18-24 out of work and claiming universal credit following school with prevention of long-term unemployment.
Organized online job club in partnership with NCS for customers to receive CV and job application support. Supported complex customers with multi-barriers from health conditions to lack of family support, including those in wheelchairs and with neurodiverse conditions. Developed and evolved the job matching role to adapt and roll out via the district, logging risks, best practices and improvements.
Facilitated training to staff and operational teams with 1-2-1 support for complex issues, IT issues and knowledge gaps. Completed accurate daily reports and Excel trackers, reviewed trends via sectors and job starts. Conducted meetings with employer advisors to discuss risks, impacts and reviews on job offers.
Created pivot charts and Excel sheets with tables for weekly data presentation and meetings conducted on Teams following COVID impacts.
Work Coach and Deputy Team leader - Department for Work and Pensions (DWP) - South Shields
(2020-10)
Work Coach responsibilities include job matching by collaborating with employers and internal teams, maintaining and updating CRM systems for customer accounts to support benefit claims with accuracy. Organized job fairs with 9 employers and supported customers and employers with directions, job applications, and financial support for job starts. Implemented youth offer to customers aged 18-24 out of work and claiming universal credit following school with prevention of long-term unemployment.
Organized online job club in partnership with NCS for customers to receive CV and job application support. Supported complex customers with multi-barriers from health conditions to lack of family support, including those in wheelchairs and with neurodiverse conditions. Developed and evolved the job matching role to adapt and roll out via the district, logging risks, best practices and improvements.
Facilitated training to staff and operational teams with 1-2-1 support for complex issues, IT issues and knowledge gaps. Completed accurate daily reports and Excel trackers, reviewed trends via sectors and job starts. Conducted meetings with employer advisors to discuss risks, impacts and reviews o
Customer Escalations Support - Department for Work and Pensions (DWP) - South Shields
(2020-10)
Support both the Citizens Advice Bureau and the Welfare Support Team with complex customer cases involving vulnerable customers with complex health issues and financial hardship. Handle approximately 6 complex cases per week, working closely one-to-one with advisors gathering customer details, concerns and issues. Review current situations, review available systems, and gather relevant information.
Work with internal colleagues across the county via Teams, email and calls. Collate, review and correct official errors, contact relevant teams in a timely manner, and communicate with all relevant parties until queries are resolved. Provide empathy and compassion when handling sensitive cases.
Support customers who require third-party assistance and those unable to communicate digitally. Supported customers using the British Sign Language system for claims processing. Attended court and provided video link evidence regarding a customer case involving hate crimes, resulting in a 15-week suspended sentence, £600.00 fine and court costs.
Supported a customer case where an incorrect award was overturned due to health journey team error, resulting in over £6,000 in arrears being issued. Buil
Leadership and Staff Support - Department for Work and Pensions (DWP) - South Shields
(2020-10)
Supported complex staff issues within the office during challenging times, including managing situations with staff members under the influence of alcohol, confronting staff members, and escorting them to safety while considering work policy. Constructed reports and participated in meetings with managers and senior managers to develop support plans. Provide intensive coaching sessions with staff members on case conferences for complex customer cases sent to decision makers.
Use skills and knowledge to review guidance and policy before making decisions that impact customer lives. Supported staff members with individual leave and time management issues, including manual calculation of annual leave entitlements from March 25 to Feb 26. Provided coaching sessions to allow staff member managers to support other staff members when required.
Reviewed data and identified anomalies related to new system implementation. Covered the Deputy Team Leader role within the jobcentre, covering both team leader responsibilities and supporting other teams when management levels are insufficient. Conducted quality discussions in relation to case conferences for decision-making on customer benefits.
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