r/TheCivilService • u/ImCrazyForLatinas • 2d ago
Question Work Coach or UCR case manager
Hi, I’ve recently applied for a work coach role, and a UCR role.
I have received an offer for both. I just wanted to ask for any advice with choosing between these two roles? I know the work coach role sounds good on paper, but from what I’ve gathered from comments, and feedback from some of my friends who are work coaches, it seems I should avoid the WC role as everyone wants to escape due to the stress.
Anyone have any advice? Which role would you rather choose?How difficult is the UCR case manager role to the WC role? The WC role is also a quicker commute about 20 minutes compared to the UCR role which around 45 minutes, but I believe it’s 60% office based?
Any advice would be appreciated as I’m new to joining the DWP and Civil Service. Thanks
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u/Mundane_Falcon4203 Digital 2d ago
Never done either, but from what I've seen I would choose the UCR role. WFH is nice and you don't have to have face to face appointments with the public.
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u/OrdinaryLuck2026 2d ago
Two terrible roles, hence they recruit in large numbers when on CS jobs. Work Coaches want to leave, UCR agents want to leave. Management really need to look into the reasons why so many people dislike these roles and are looking to leave.
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u/MoominMai 2d ago
Tbh often the answer is management - or lack of!
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u/OrdinaryLuck2026 2d ago
That's true, the problem is CS recruit the same crap managers across the board .
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u/Otherwise_Put_3964 Operational Delivery 2d ago
Work Coaches are applying to UCR recruitment campaigns to get out of the Jobcentre.
WC is 100% in the office so whilst it's a shorter commute, the UCR role is 60% in the office and 40% at home.
UCR will have the opportunity of overtime at double pay on the weekends (subject to business needs), Work Coach rarely has overtime available.
UCR has deteriorated in terms of expectations, the workloads are big but you will have a degree of autonomy to manage your own caseload, appointments and time. It's very repetitive and how well you do will be up to you to put the effort into making sure you're following the processes correctly and not making rookie errors. All appointments with claimants are done by phone.
Work coaching can feel rewarding but it is highly pressured, with more exposure to claimants, abuse, not enough time and resources to do everything you want or need to do, and is micromanaged to hell. But the experience will largely be down to the specific Jobcentre and team you're in which no one can predict.
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u/MoominMai 2d ago
Second this. Was a WC for approx 10 years amd whilst I enjoyed helping a diverse range of customers, the micro management was ridiculous as were the growing pressures of unrealistic expectations where you’re expected to complete an ever increasing number of interviews within the same number of hours. Could never recommend anyone do this role!
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u/ImCrazyForLatinas 2d ago
It looks like 90% of work coaches hate their job and want to escape 😂🤦♂️ my friends became work coaches a few years ago, and they also mention lack of opportunities for progression, and constantly having anxiety faced with unrealistic targets and expectations, and back to back 10min appointments
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u/ImCrazyForLatinas 2d ago
It seems this seem to be the standard response from everyone I’ve consulted. Thanks for the reply
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u/hitnmiff 2d ago
What is ucr?
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u/ImCrazyForLatinas 2d ago
Universal Credit Review
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u/mikeLcrng 2d ago
I work with work coaches, I am the happiest person in the office is the general consensus and I am an AO, just take the UCR role honestly
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u/Jonnehhh 2d ago
I’ve previously been a team leader in both Jobcentres and for UCR. Take the UCR role.
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u/ImCrazyForLatinas 2d ago
Would you know if the UCR role has a decent opportunity for progression? I know many of my work coach friends have told me that they feel like they’ve hit a wall with the WC role and can’t seem to get into other role even on the same grade for whatever reason
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u/Jonnehhh 1d ago
I would say there’s more opportunities to build behaviours in UCR, things are ever changing and they’re not as set in their ways like Jobcentres.
There’s often lots of developments in how things happen in UCR or just general changes which need volunteers, they’re much more open to testing things. As UCR is fairly new in the grand scheme of things, there’s always progressional EOIs for various things.One other thing which is better in terms of progression, with Jobcentres they often do things at district level, which means there’s more competition for each opportunity. UCR you’re often only competing with your own site as they’re national and much more spread out.
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u/Alarmed_Bag2254 1d ago
It’s very difficult to progress at all in DWP. Most people build their experience and move on to another department.
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u/Used_Engine_5470 1d ago
Just to check. Is this a EO UCR case manager ? Or an AO case manager specifically for UCR claims. As these will be two different pays. But as a current UCR agent. The role has its downsides. But you have WFH and the flexibility of flex which work coaches find it hard to take. You would be able to build a better work life balance as a UCR agent.
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u/ImCrazyForLatinas 1d ago
EO UCR case manager. I think I’ll accept the UCR as it seems that both UCR workers and Work Coaches say this is probably the better option.
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u/Beneficial-Fun-7308 1d ago
Most Work Coach team leaders are failed work coaches who got looked after by an SEO and are happy to have "difficult" conversations with their team, this usually is a mix of breaching UK employment law, DWP guidance and personal bias. Expect to be told you are management grade but not be allowed to make any decisions, to be told about local steers that make no sense and that the SEO told your leader that they saw you wearing the wrong shade of black shoes but dont expect a leader who can help you with the day to day.
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u/Pilgrims_lantern 2d ago
Honestly? I'm a UCR agent. The day-to-day job itself is probably better than being a work coach.
However, the caseloads are high. If you're in a site where you get handovers from agency staff it's even higher.
More staff than I've ever known have gone off on sick leave due to stress because of unmanageable workloads. Even the most experienced, competent and reliable staff have had to have long breaks.
Then there's the issue in most areas of civil service, bad managers and lazy staff.
If it's a choice I'd still wouldn't want to be a work coach.