PARLIAMENTARY WRITTEN QUESTION
Jobcentres: Standards (26 November 2021)

Our Jobcentre teams are committed to delivering a quality service to ensure all claimants receive the best possible support to meet their individual circumstance. We operate a service delivery framework which sets out the service expectations for our Jobcentre network and the requirements for how they deliver their services efficiently. It provides information on why these expectations are set, and ways that Jobcentre leaders and Work Coaches should implement the expectations.

Jobcentre staff undergo a comprehensive learning journey designed to equip them with the tools, skills and behaviours required to provide a high quality, efficient service to all claimants. They receive on-going learning in their roles and have access to guidance which is refreshed at regular intervals. Jobcentre Team Leaders are responsible for monitoring and assuring the quality and efficiency of services provided to individual claimants. Through a combination of observation of interviews, feedback, coaching and appraisal.