• Respond to telephone, online, or in-person queries from Universal Credit claimants, providing accurate and timely information on claims, payments, and eligibility. • Guide claimants through completing Universal Credit applications, ensuring all necessary information is provided and accurately entered into the system.• Ensure Universal Credit payments are made accurately and on time, identifying and resolving payment issues or delays.• Handle changes in claimants' circumstances (e.g., employment, housing, family) that may affect eligibility or payment amounts and update records accordingly.• Direct claimants to relevant support services, including budgeting advice or employment support, to help them improve their financial situation or find work.• Provide clear information to claimants about sanctions, penalties, or overpayments and assist in creating repayment plans if necessary.• Liaise with internal teams, such as decision-makers, work coaches, and external organizations, to ensure claimants receive the correct entitlements.• Ensure that sensitive claimant data is handled in line with data protection regulations, maintaining confidentiality at all times.• Stay informed of and ensure adherence to DWP policies, Universal Credit regulations, and changes in legislation impacting the benefits system.• Address claimant concerns, complaints, or disputes regarding their benefits, payments, or decisions, and work to resolve these issues efficiently.Skills: Communication skills, Empathy and active listening,Problem-solving, Attention to detail, Teamwork and Collaboration, Data Protection Awareness, Numerical skills, Resilience and Emotional Intelligence, and Customer Service Orientation

 Understand the current state of the organization’s processes, people, structure, ways of working, information, and technology. Identify gaps, limitations, and bottlenecks and document areas of improvement and quick wins. Develop a business case for the adoption of systems to drive optimization and the ability to deliver new products/offerings. Conduct requirement-gathering sessions using workshops, interviews, and observation techniques working with cross-functional teams. Write, document, and refine user stories, epics, and acceptance criteria to ensure that business needs are met. Use models and solution designs to communicate technical concepts to non-technical stakeholders. Identify opportunities for process simplifications, redesign, removal, and automation. Work closely with the development team to define user stories that are independent, negotiable, valuable, estimable, small enough, and testable for development. Work with the testing team to ensure the completeness of test cases associated with each story.

 Understand the current state of the organization’s processes, people, structure, ways of working, information, and technology. Identify gaps, limitations, and bottlenecks and document areas of improvement and quick wins. Develop a business case for the adoption of systems to drive optimization and the ability to deliver new products/offerings. Conduct requirement-gathering sessions using workshops, interviews, and observation techniques working with cross-functional teams. Write, document, and refine user stories, epics, and acceptance criteria to ensure that business needs are met. Use models and solution designs to communicate technical concepts to non-technical stakeholders. Identify opportunities for process simplifications, redesign, removal, and automation. Work closely with the development team to define user stories that are independent, negotiable, valuable, estimable, small enough, and testable for development. Work with the testing team to ensure the completeness of test cases associated with each story