Ricky Donohoe

A DWP Work Coach is an Executive Officer–level role focused on supporting Universal Credit, JSA, ESA and Income Support claimants into work through personalised coaching, labour‑market guidance, and digital job‑search support. Key duties include managing a caseload, delivering face‑to‑face/digital interventions, making timely decisions, and building positive relationships with claimants. Overview of the Role Key Responsibilities Core Activities Typical Duties Skills and Attributes Required Legal and Policy Responsibilities Work Environment Summary

A Work Coach helps people move towards financial independence by supporting them to find, stay in, and progress in work. The role is customer‑facing, varied, and requires strong judgement, empathy, and communication skills.

• Supported customers in navigating Universal Credit, JSA, ESA, and Income Support claims.
• Provided tailored advice to customers on job-search strategies and matched them to suitable job vacancies.
• Deliver face‑to‑face, digital and telephone interventions daily.
• Developed encouraging relationships with claimants to motivate them towards employment progress.
• Develop in‑depth knowledge of the local labour market and employer opportunities.
• Support customers to increase earnings and progress in work.
• Promoted essential digital job-search skills, including navigating job sites, using email, and uploading documents.
• Manage an assigned caseload and be accountable for contact frequency and decisions.
• Facilitated timely referrals to relevant support services and resources for claimants.
• Recognised conditionality doubts among claimants and implemented necessary actions to address concerns.
• Guided claimants in taking ownership of their job search and strategies for maintaining employment.
• Provided personalised support to claimants while identifying and addressing barriers to their employment.
• Refer claimants to relevant training, employability programmes, or partner services.
• Review Work Plans to ensure claimants are actively seeking employment.
• Motivated claimants to attend group sessions and communicated the advantages of participation.
• Strong communication skills across diverse customer groups.
• Ability to understand complex information and explain it clearly.
• Demonstrated confidence in using digital tools and provided coaching to others on effective usage.
• Empathy, resilience, and ability to manage challenging situations.
• Positive attitude to change and ability to work under pressure.
• Comply with the Equality Act 2010 and ensure customers receive appropriate support.
• Made accountable decisions during interviews to facilitate claimants' transition into sustained employment.
• Operated from a Jobcentre, collaborating with customers, employers, and colleagues to facilitate employment opportunities.
• Conducted a combination of face-to-face, digital, and telephone interactions to support clients effectively.
• Caseload and priorities change based on local demand. dwpjobs-eorecruitment-microsite.co.uk

The DWP Work Coach role is a customer‑focused, multi‑channel coaching position requiring strong judgement, digital capability, and labour‑market awareness to help claimants move into sustained employment.

• Utilised emotional intelligence to evaluate and understand the character of individuals for better coaching outcomes.
• Monitored clients' progress towards employment goals, providing timely feedback and adjustments to plans.

• Managed financial operations, including budget forecasting, expense control, and profitability analysis.
• Oversaw daily operations, maintaining strict adherence to quality standards and regulatory compliance.
• Overseen recruitment, training, and development of staff to foster a high-performing team environment.
• Built and maintained strong relationships with key clients and stakeholders to secure repeat business.
• Developed and maintained strong relationships with clients, understanding their unique requirements and providing tailored recruitment solutions.
• Spearheaded recruitment campaigns, identifying and attracting top talent through diverse channels to meet client needs.
• Coordinated with HR teams to streamline recruitment processes, improving efficiency and candidate experience.
• Facilitated negotiation processes between clients and candidates, achieving agreeable terms for both parties.
• Handled sensitive information with discretion, building trust with clients and candidates alike.
• Provided ongoing support and guidance to placed candidates, facilitating smooth transitions into new roles.
• Conducted in-depth interviews with candidates, assessing competencies and cultural fit for specific roles and organisations.
• Managed comprehensive candidate databases, ensuring accurate and up-to-date information for efficient retrieval.
• Interviewed employees, supervisors and managers to generate detailed job descriptions.

• Picked and packed customer orders with accuracy, meeting daily productivity targets.
• Regularly exceeded performance and productivity targets through accurate, efficient picking and packing.
• Picked customer orders efficiently in a fast-paced warehouse environment.
• Assisted team members with picking, packing and processing tasks to increase overall warehouse efficiency.
• Understood warehouse product placement, enabling efficient picking and packing services.
• Carried out day-to-day warehouse duties with care and attention, maintaining compliance with safety standards.
• Identified and removed damaged products, quickly replacing items with quality stock to minimise customer delays.
• Assessed packages and counted stock to ensure delivery accuracy before unloading and processing.
• Maintained excellent physical fitness levels to safely lift and manoeuvre heavy orders and deliveries.
• Collaborated with team members to streamline warehouse operations and increase efficiency.
• Organised and cleaned warehouse areas to ensure safety standards were upheld.

• Demonstrated expertise as mortgage adviser, successfully writing 15+ mortgages monthly.
• Provide professional compliant advice to the client to recommend the most suitable mortgage and protection product.
• Use product and criteria knowledge to assess each case and research the market for the most suitable product for the client.
• Have extensive experience with 1st and/or 2nd Charge mortgage products including knowledge of lending criteria with high street and specialist lenders.
• Have extensive experience in the Life & protection marketplace and offering compliant, relevant advice.
• Having a knowledge of Retirement Interest Only Mortgages, Later Life Mortgage and Equity Release helps my clients get a fully advised experience.
• Being confident with speaking to clients, Solicitors, Underwriters and having a professional face to face and telephone presence.
• Have a good working knowledge of CRM systems, be computer literate, and have experience working with the Microsoft suite.
• Conducted daily updates to the loan applicant database to ensure accuracy.
• Informed customers about credit conditions, loan repayment requirements, and loan periods.
• Answered customer inquiries concerning credit standing, loan balances and penalties.
• Acquired knowledge of the latest banking products and services through continuous training sessions.
• Compiled databases of applicants' credit histories, financial statements and personal details.
• Oversaw applicant flow through approval process, implementing reviews and corrections to minimise delays.
• Compared customer references, credit ratings, risks and payslips against policy standards to balance risk.
• Work a constant flow of pre-completed fact finds provided to them from online and introducer-referred leads.

• Offering a full range of different mortgages from First Time Buyers to experienced Landlords I have to be very flexible and knowledgeable in my approach as each clients situation is very different and they all deserve the best service throughout the whole relationship.
• Offering each client the expertise of being a whole of market adviser I am able to source the best lender to suit my clients specialist needs.
• Offering advice and recommendation to every client following the FCA and Stonebridge Rulings at all times.
• Maintained in-depth knowledge of an evolving market, conducting thorough conversations and information gathering to keep all relevant parties informed.
• Gathered accurate information throughout complex procedures, providing continuous support to clients during the entire process.
• Relationship building, maintaining and growing by offering the best possible service through providing the best advice for each individual case using all the tools available to me.
• Created a one-stop shop for clients, ensuring seamless communication and exceptional service to maintain and grow my portfolio.

• Delivering an extremely high level of customer service at all time adhering to the Treating Customers Fairly Act to attract new business, maintain business and to grow my portfolio.
• Offering advice and recommendation to every client following the FCA and Sesame Rulings at all times.
• Accuracy and attention to details is a must and being right first time every time.
• Having the external product knowledge of all the insurers to understand how their product will be able to help my clients when they need this the most.
• Being aware of the market conditions that are consistently changing making sure that my client is getting the product and service.
• Being update and fully aware of the ever changing FCA, Sesame and Compliance Rulings to make sure that I am operating in a compliance manner.
• Understanding the Insurance Conduct of Business.
• Maintaining my existing client portfolio of over 350 (which I built up from zero) I am able to fully service all my existing clients from offering a fully advised review, fact finding, thoroughly explaining the benefits and features of the existing policies that they have and why they have them I am able to maintain and grow my portfolio from word of mouth advertising making sure that I keep my clients and future/ potential clients are offered the best customer service that I can offer and that they deserve.
• Portfolio growth and management.
• Training new starters on the advise process and the importance of getting it right first time every time.

• Delivering a very high customer service level consistently with every customer I come into contact with.
• Having a good knowledge of the SME business market using all pieces of financial and market data available to me to help spot opportunities at first point of contact.
• An ability to be able to liaise with many different sectors of the business to ensure the customer has got the best relationship with the bank as possible.
• Having an in-depth knowledge of the new business account opening process, the range of facilities available on offer to help identify the customers needs.
• Being able to adhere to the banks regulatory, operational and control processes consistently creating a right first time culture.
• Having the ability to analyse and interpret the profit and loss data, balance sheet data and all the Management Information that is available to me both internally and externally.
• Strong interpersonal and telephone communication skills along with strong clear and concise written skills.
• Portfolio management, maintenance and growth with over 400 clients in my portfolio.
• 5 Net Promoter Score Calls all giving myself 10 out of 10.
• Consistently exceeding the weekly KYB targets set by the bank. Current target is 20 per week with myself Averaging 25 per week.
• Designing a template to use so all the Business Specialists are able to adhere to the banks regulations, making sure things are done right first time and that every customer gets the right information needed and is treated the same no matter of who they call and at which site.

• Delivering high quality customer service on a face to face basis.
• Adhering to TCF principles and FSCS regulations.
• Help customers to understand their protection needs and applications are completed right first time.
• Keep up to date with product knowledge.
• Preparation, planning and diary management for customer appointments.
• Proactively generate customer leads and maintain ongoing relationships with lead generators.
• Personal CSI score is 77% - top of the team by a considerable margin.
• 100% compliant year to date.
• Pass in the annual insurance conduct of Business Source Book assessment.
• Pass in the annual product knowledge testing.
• Green in the independent observation for competency in the role.
• Performance Champion for the team resulting in my team being the number one team in the country.
• I have regularly been asked to represent my team to promote the protection journey within mortgage meetings and audios sharing best practices and success stories. This helps to coach and develop staff offering support where applicable.
• In the absence of the Area Protection Manager I was asked to represent him on conference calls and by being the point of contact for the team.