Welsh speaking Work Coach

Welsh speaking Work Coach

Executive Officer DWP Operations – Welsh speaking Work Coach

Department for Work and Pensions

Closing date: 25th February 2019

Salary  National: £25,699 -£26,477

Post type  Permanent

Working pattern  Flexible Working, Full-time, Part-time, Job Share (Please read further information)

Hours  37 Hours 

Number of posts: 4


Brecon, Wales, LD3 7HL: Llandrindod Wells, Wales, LD1 5HU: Newtown, Wales, SY16 2PZ: Welshpool, Wales, SY21 7AP: Ystradgynlais, Wales, SA9 1AB. Other locations may become available. (Aberhonddu, Cymru, LD3 7HL: Llandrindod, Cymru, LD1 5HU: Y Drenewydd, Cymru, SY16 2PZ: Y Trallwng, Cymru, SY21 7AP: Ystradgynlais, Cymru, SA9 1AB)

About the job

Job description

About the Department for Work and Pensions (DWP)

DWP are looking to fill Work Coach Executive Officer roles in Universal Credit One Service Directorate. These are key roles and we are looking for people who will help us deliver service improvements and provide an effective service for our customers and claimants.

DWP delivers services to 22 million claimants and customers a year. DWP is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. We help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service and our challenge is bigger than ever.

We must become an extraordinary Department and we need people like you to help us deliver this. We are looking for people who can provide excellent customer service, can demonstrate good communication skills and a positive attitude to change, and are able to work under pressure. You must have a clear commitment to, and where possible, show examples of delivering an effective service to customers

Our immediate vacancies are for Welsh speaking Work Coach opportunities based in Jobcentres, not all locations included in this advert will be available at the time of advertising, however we will be reviewing our posts and locations throughout the duration of the campaign.

The ability to communicate in Welsh, both spoken and written, is an essential requirement.

We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service. If you have a genuine dedication to a public service department that makes a real difference to the lives of others you will find great satisfaction in working with us. These roles offer you an exciting opportunity to shape and be at the heart of the Government’s innovative Welfare Reform agenda, in particular the flagship Universal Credit.

What is Universal Credit? Universal Credit is a new single payment for people who are looking for work or on a low income. Universal Credit will help claimants and their families to become more independent and simplifies the benefits system by bringing together a range of working-age benefits into a single payment.

The Universal Credit digital service gives claimants one online account for everything, including applying for Universal Credit, accepting their claimant commitment, checking payments, reporting changes and keeping in touch with their Work Coach. The Work Coach is responsible for helping claimants to into work, progress in work and stay in work and support our most vulnerable claimants.

About the Work Coach role

The Work Coach role requires face to face, digital and phone interventions with claimants on a daily basis and 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 way 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 claimants that encourage, motivate and build trust through recognition, praise and reinforcing of positive behaviours, simplifying complexities and adopting communications so other can understand, completion of tasks, encouraging the achievements of further more stretching goals and achievements

• 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

• The ability to confidently use Digital services, navigate and coach others to use digital job search methods i.e. job search websites, email, uploading documents, social media

• Promoting the benefits of claimants planning their own Work Search or Work Preparation Activities

• Uphold the principles of Social Justice at all times; by supporting claimants through difficult times, offering them sound advice and providing them with the relevant tools you will enable them to transform their lives for the better

• Supporting Universal Credit customers to make the most of their work and earnings potential and become financially independent

• Being accountable for the level, frequency and intensity of contact they have with each claimant by managing their own diary

• Making timely decisions, based on the needs of the claimant, to refer them to appropriate support

• Being accountable for the decisions made during interviews with claimants to help move them back into sustained employment or prepare for work

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.

The ability to communicate effectively in Welsh (both spoken and written) is essential for these vacancies.

You must also be able to navigate a range of computer systems to action tasks as well as coach others to use digital work searching. You’ll also be required to handle telephony queries and have the ability to manage difficult situations.

We may not be in a position to fill all our posts immediately in the locations shown on the advert, however, we will review our position during the campaign period

Transferable Skills:

You gain these from previous jobs, projects, voluntary work, hobbies and interests.

Could you adapt these skills to become an exceptional Work Coach? Some examples below:

• Do you have previous experience as self-employed?

• Are you self-motivated and can motivate others?

• Can you develop relationships with a diverse range of people?

• Do you have good negotiation and influencing skills?

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified. To support this aim you will be required to undertake a level 3 apprenticeship followed by a level 4 work based qualification. This will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification, a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.


If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.


The ability to communicate effectively in Welsh (both spoken and written) is essential for these vacancies

Assessment Criteria


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

  • Managing a Quality Service (lead 1)
  • Delivering at Pace
  • Making Effective Decisions
  • Communicating and Influencing

After submission of your application you will be invited to complete an online numeracy test. The test is administered online and accessed via the Civil Service Jobs website.

At interview, the 4 behaviours will be assessed. Written welsh will also be assessed through a work-related task.

Detailed information about the process can be found in the Candidate Pack, which is available on the CS Jobs page.

Sift/interview dates and location

Interviews will be held from 4 March 2019.

Things you need to know.

If you have any questions about the role or would like to discuss the working hours please email: Richard Bradbury – [email protected] Tel: 01656 682113 

If your enquiry is in Welsh contact:  Geraint Davies 01443 484716 - [email protected]

Further important information about the role, requirements and assessment process can be found in the Candidate pack.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Full details in candidate pack.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviours expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.


Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.

If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [email protected]