Micheal Dekson

• Led and supported a team of Universal Credit case managers, ensuring performance targets and service KPIs were consistently met
• Acted as escalation point for complex cases, resolving issues efficiently to maintain service delivery standards
• Managed staff performance, attendance, and development, improving team productivity and morale
• Coordinated workload distribution across the team to meet operational demands in a high-volume environment
• Collaborated with senior stakeholders to implement process improvements and maintain compliance with policy changes
• Monitored service delivery metrics, ensuring timely and accurate payment processing for claimants

• Support the Team Leader in their absence managing a team of Universal Credit staff, ensuring high performance, morale, and development. Act as a point of escalation for complex cases.

• Monitored staff attendance, tracked leave, and addressed absenteeism issues in collaboration with HR, ensuring minimal disruption to the team's performance and service delivery.

• Ensure high levels of customer service and satisfaction by supporting claimants in navigating the Universal Credit process efficiently and empathetically.

• Reviewing payments and payment timeliness for claimants, ensuring they are paid on-time.

Managed cases for claimants by processing payments and coordinating appointments.

Assisted customers by addressing needs and providing financial support.

Ensured high levels of customer satisfaction through attentive service delivery.

Guided callers towards suitable care pathways to alleviate pressure on emergency services.

Generated statements for claimants detailing benefit amounts and deductions.

Responded to a high volume of daily telephone and email enquiries to minimise correspondence backlogs.