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AIBU?

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AIBU to want a different Universal Credit work coach?

112 replies

QuestioningEverythingNow · 08/08/2026 12:19

dons hard hat in advance

I have always worked and have been a solid earner but have been recently told formally (writing was arguably on the wall a few months before) that my job is being outsourced to a combination of a cheaper service centre outside the UK and AI. As I said I saw it coming but assumed I would be able to get a new job quickly or that an exit package would be offered. That has not happened.

I have been looking while still employed, but the job market has handed it's arse to me and it is clear that I will struggle to find a new role quickly. I therefore went to the Job Centre to claim UC from when my employment ends.

My AIBU is that I have NO faith in the work coach that I have been allocated.
She literally struggled to navigate the basic sign up process - not clicking in the right place, not recognising where a response was required, not seeing where answers were already answered so clicking "back" instead of "next". What should have been a 30 min ID check took almost an hour. She doesn't have great typing skills so lots of typo errors when filling in fields etc. I ended up asking her to face the screen towards me and pointing out typos, missed fields, incorrect selections from drop downs etc. No issue with it being collaborative, some people aren't great with typing on screens etc.

This is not personal - I have nothing against her. I just don't think this person is going to be helpful to me in my very urgent job hunt. I have to see her every week which I have no issue with but I just don't have much faith in how she will actually help me and I am DESPERATE - I am job-hunting almost constantly - I am so stressed - I am doing my own searches and applications, sweating my network, applying to anything (not just in my field) etc.

I have never claimed before, never thought I would have to but here I am. I have no issue with her personally but I just can't see how she is going to be helpful when she doesn't seem that capable on a basic ID check and seemed to have zero experience or awareness of my job and what roles would be suitable. My job is basic - I am an accountant, nothing at all to write home about. She kept suggesting applications to things far outside my remit and that I am not qualified for eg SEN teaching assistants, delivery driving (I don't have access to a car) etc.

Is it possible to request a different work coach? At the moment, I can't see how we will work well together.

Is that entitled given that I am seeking to claim benefits, and am fully aware that I am quite privileged that this is an option in itself, something I am very aware of. Perhaps ashamed as well.

I could be panicking/catastrophising so am braving AIBU for more balanced views.

I will attend the next appointment and be polite and engaged - I just wondered if it would be better to switch coach sooner rather than later. Is that possible? Any suggestions, shared experiences, guidance would be so appreciated.

OP posts:
PiMCA · 09/08/2026 13:48

QuestioningEverythingNow · 08/08/2026 19:00

Thank you for your post. I have registered for civil service jobs - HMRC was an obvious one for me. However they recruited about 7 months ago so no current vacancies that I can see. Just my luck right?

Thanks for your post. I am glad to hear things worked out for you in the end. I can only hope (for myself and my kids).

I am looking at other civil service jobs as well. As I say, my whole life is jobhunting at the moment.

You could also try councils, they often need people with skills such as yours and would not shy away from hiring you if you are over qualified in the same way a business would. Once in these types of roles the opportunities to move up can be very good.
And charities and housing associations

PiMCA · 09/08/2026 13:42

Redsofacushionsandsnacks · 08/08/2026 20:00

In what world or basic level of competency is a “junior manager” one who cannot fill in a form? And how in the WORLD is she “right” about suggesting a SEN TA role? Where is the over lap? The skills correlation?
Also, how is her caseload Ops problem? Op has enough problems of her own, her own unemployment and trying to support her children being one of them!
And what on earth do the “tories” have to do with it?
Junior Manager my eye.

The Tories implemented a new system where work coaches were only there to get the job seeker to do their own work search rather then offer support, that has now been changed.
She was right that OP did have the qualifications and experience needed to be a SEN TA as there are not really any needed according to people posting here.
The caseload is not OP's problem, I was just explaining why the coach would suggest driving jobs to someone who can drive.
Work coaches are EOs, that is considered a jr. management level, admins are AA or AO. I was more pointing that out to the person who has worked in the civil service so should be aware!
Obviously there are shit work coaches and good work coaches.

topcat2014 · 09/08/2026 11:00

waterrat · 08/08/2026 16:38

As a parent of a sen child who relies on Ta support it makes me unbelievably sad and angry that a work coach would suggest sen ta jobs to random people.

It is a highly sensitive and difficult role working with very vulnerable children who will be struggling even to attend sxhool in many cases. Absolutely ludicrous they are hawking job adverts around to anyone they can in the job centre and shows how poorly the education sector is treated. They should pay them more and use proper qualified professionals

I digress !

Thing is, school SEN work is minimum wage pay (effectively) and not full time hours. It is always going to get grouped with other similar work

bobajob1 · 09/08/2026 09:08

Why are roles being advertised or you being interviewed if they don't have budget or headcount approved? That seems odd.
There could be lots of reasons for this, all of which are nothing to do with the OP.

Internal politics #1: Manager X complains to Senior Manager Y that their team has too much workload. Y allows X to start a recruitment process but with no real intention of approving a new hire. This gets as far as the OP coming in for interview and is then cancelled.
Internal politics #2 (which happened to me recently): Director X is frustrated with Director Y and the feeling is mutual. Director X wants Director Y's team to do more work on a certain theme, Y is for some reason resisting this. Director X goes out for CVs, interviews the OP, then shows the CV to Y and says "if you don't do what I want I will hire the OP to do it in my team". Y, who is less politically cunning than X rolls over. Says "I will recruit a new person to my team. But I will do it myself and choose my own person." OP is not invited to apply as they are associated with X.
Budget changes: There's a recruitment process which budget has tentatively been approved for. OP gets interviewed and is in the running. Then the Director of IT tells the CEO the whole company is in danger of going down if he doesn't buy the latest cybersecurity patches for the computer system. CEO approves this but takes budget from Finance Directors team to pay for it. OP's possible job opening is then cancelled.
Sexism/ageism: this is also a possibility. OP gets to interview and "looks wrong" because she is too female and too old.
Also, a mix of some or all of the above.
There is almost nothing the candidate can do about any of the above because the internal politics are unknown, the budget pressures are external and 45 is 45.

OP, you are getting interviews. That is great news. You are further ahead than many of us. You sound like an excellent candidate and it sounds like there is life yet in your industry.

MolkosTeenageAngst · 09/08/2026 08:45

Endoadnowarrior · 08/08/2026 23:37

But they werent suggested a TA roll by the job coach were they - it was a Teacher role!!!

I don’t know why you think that? Read the OP again, she clearly says, ‘She kept suggesting applications to things far outside my remit and that I am not qualified for eg SEN teaching assistants, delivery driving (I don't have access to a car) etc.’

A teaching assistant role is a TA role, not a teacher role. TA is an abbreviation for Teaching Assistant!

socialdilemmawhattodo · 09/08/2026 07:58

QuestioningEverythingNow · 08/08/2026 19:18

Thanks so much for your post. This is wildly different from my experience but absolutely encouraging. It could be some fundamental flaw that I am exhibiting in my process that is blocking me because if you are saying you are struggling to fill roles then it's wild to me - I am also in Tax, Financial services. Maybe people just don't like me. My CV is not the issue. I always get to first round. I know I interview well - maybe there is something else I am doing wrong?

There must be SOMETHING I am doing wrong because I am actually happy to work below my level at this point and I don't quibble about money at final interview stage, ever.

I think I am over qualified and old - to be honest. Am 45. I thought they would be happy at no risk of maternity leave but it seems I just can't win.

I keep being told "headcount is not approved" or "we don't have budget for new hires at the moment" etc etc.

I thought that after promotions were announced there would be some turnover and I could slot in there but no dice so far. Perhaps October time? This is based on my performance appraisal cycle in previous firms.

However October is months and months of bills to pay and children to feed away - months and months away.

Are you ok for me to PM you?

Edited for multiple typos

Edited

Why are roles being advertised or you being interviewed if they don't have budget or headcount approved? That seems odd.

JesseDavisGonnaHangOnInThereNSoul · 09/08/2026 01:33

We got a change of advisor as I couldn't understand her and not cold she understands me
I made it clear they were professional but when it came to financial matters we should be able to converse

Whatifitallgoesright · 09/08/2026 00:34

This IS the job coach. A rose by any other name and all that. There might be other linked govt bodies in your area who are more useful. (Still free.)
www.skillsconnect.org.uk/

Endoadnowarrior · 08/08/2026 23:37

MolkosTeenageAngst · 08/08/2026 15:28

I’m a SEN teacher and you don’t need any qualifications to be a SEN teaching assistant, experience with children (with or without SEND) is preferable but even that isn’t essential especially in the current climate where recruiting staff is a real challenge. If you have your own children you would have more experience than most of the people we employ!

Just to add, obviously you would be working under the direction of the teacher and at my school you would receive training to support you in the role too. There is also the opportunity for TAs to gain on the job qualifications once they’ve passed probation.

Edited

But they werent suggested a TA roll by the job coach were they - it was a Teacher role!!!

Endoadnowarrior · 08/08/2026 23:32

I know this isnt what you are asking, but id recommend looking at management or governance and compliance jobs in the charity sector.
So many seem to want people to be qualified accountants, not because they'll be being accountants but so they've got the necessary financial understanding!

Also, with why aren't you getting redundancy pay? Not because it will affect you claiming UC whilst searching but you said there is no exit package but you should legally entitled to statutory redundancy pay.

NeverDropYourMooncup · 08/08/2026 23:01

Redsofacushionsandsnacks · 08/08/2026 18:57

Bloody hell, I absolutely disagree with this. OP is a qualified professional, looking for work in a hideous market. She has been allocated a “work coach”, surely THAT PERSON should be literate and numerate at least? And for them to even wonder if an accountant should be a SEN TA shows that they know very little about employment and skills. Where is the crossover between the skills required for the two roles??
So yes op, go back and ask for someone else. If someone else was “making the decision” for me, I’d prefer that they were at least, basically competent.

In the eyes of the job centre, she's female, has kids, is numerate, can communicate in English and needs a job. That's enough it itself before you take into account she's had management experience, so would have had experience in training and explaining things to new staff.

Surprised she hasn't been asked if she's considered becoming a Maths teacher, tbh.

MayaPyjama · 08/08/2026 22:01

QuestioningEverythingNow · 08/08/2026 19:18

Thanks so much for your post. This is wildly different from my experience but absolutely encouraging. It could be some fundamental flaw that I am exhibiting in my process that is blocking me because if you are saying you are struggling to fill roles then it's wild to me - I am also in Tax, Financial services. Maybe people just don't like me. My CV is not the issue. I always get to first round. I know I interview well - maybe there is something else I am doing wrong?

There must be SOMETHING I am doing wrong because I am actually happy to work below my level at this point and I don't quibble about money at final interview stage, ever.

I think I am over qualified and old - to be honest. Am 45. I thought they would be happy at no risk of maternity leave but it seems I just can't win.

I keep being told "headcount is not approved" or "we don't have budget for new hires at the moment" etc etc.

I thought that after promotions were announced there would be some turnover and I could slot in there but no dice so far. Perhaps October time? This is based on my performance appraisal cycle in previous firms.

However October is months and months of bills to pay and children to feed away - months and months away.

Are you ok for me to PM you?

Edited for multiple typos

Edited

Hi,

Yes feel free to PM.

I wouldn’t be concerned about age hiring in my team (and would actually prefer the diversity, and think that would be mostly true across my firm as it’s big on DEI).

It is weird your getting to interview and then being told there is no role though - but happy to take into PMs if you want to be more specific and I’m happy to share my thoughts!

Redsofacushionsandsnacks · 08/08/2026 20:00

PiMCA · 08/08/2026 16:23

I think a lot of people's experience of work coaches seems to hark back to the harsh sanction days under the Tories. Currently they are supposed to help people actually find work. They are not just administrators, they are junior management level, the administration of UC is generally done centrally and has nothing to do with individual jobcentres.

Sorry you are not finding your work coach helpful, but she does appear to be right in suggesting the SEN TA role though. And She probably has between 120 and 220 people on her caseload so you not having transport may have slipped her mind. On the other hand she may just be shit at her job. You could ask for a new work coach but if you do it through the journal you will be asking her!

In what world or basic level of competency is a “junior manager” one who cannot fill in a form? And how in the WORLD is she “right” about suggesting a SEN TA role? Where is the over lap? The skills correlation?
Also, how is her caseload Ops problem? Op has enough problems of her own, her own unemployment and trying to support her children being one of them!
And what on earth do the “tories” have to do with it?
Junior Manager my eye.

QuestioningEverythingNow · 08/08/2026 19:18

MayaPyjama · 08/08/2026 17:54

Where are you and what is your specialism?

I am always astounded by these job market posts as I (a tax accountant, albeit in practice) have never been in such demand nor have we ever found it so difficult to find potential recruits (I had a vacancy open for a full year with no applicants). You will have absolutely heard of where I work, and nationally we have about 30 open vacancies you’re likely to be qualified for (I don’t know your geography).

Have you tried applying for junior roles in practice? Say at even just the top 10 firms? I just can’t square your experience with mine.

Edited

Thanks so much for your post. This is wildly different from my experience but absolutely encouraging. It could be some fundamental flaw that I am exhibiting in my process that is blocking me because if you are saying you are struggling to fill roles then it's wild to me - I am also in Tax, Financial services. Maybe people just don't like me. My CV is not the issue. I always get to first round. I know I interview well - maybe there is something else I am doing wrong?

There must be SOMETHING I am doing wrong because I am actually happy to work below my level at this point and I don't quibble about money at final interview stage, ever.

I think I am over qualified and old - to be honest. Am 45. I thought they would be happy at no risk of maternity leave but it seems I just can't win.

I keep being told "headcount is not approved" or "we don't have budget for new hires at the moment" etc etc.

I thought that after promotions were announced there would be some turnover and I could slot in there but no dice so far. Perhaps October time? This is based on my performance appraisal cycle in previous firms.

However October is months and months of bills to pay and children to feed away - months and months away.

Are you ok for me to PM you?

Edited for multiple typos

OP posts:
CandidLurker · 08/08/2026 19:14

The other possible option is to work as a contractor within IR35 so you can work through an umbrella company? I’m retired now but someone may be more up to date with that way of working. I contracted but through my own limited and outside IR35 but I think a lot of that work has gone now.

i hope you find an accountancy role soon..

QuestioningEverythingNow · 08/08/2026 19:10

CandidLurker · 08/08/2026 19:01

Sorry if you’ve already thought of this but have you searched for Fixed Term contract accountancy roles on the websites? You may be able to get something shorter-term in accountancy e.g. to cover a mat leave or something. You just need something to take you out of the system for a bit. The problem with the job centre, or whatever it’s called these days, is that they are targeted to get you into any job. If it wasn’t for needing to sign on you wouldn’t be there. You are going to be much better at finding a suitable role than anyone who works in the job centre.

Thank you - yes - am registered with the main recruitment agents in my field - and am open to FTCs as well, eg maternity leaves etc. It just seems like the whole world is on holiday right now and no one wants to make decisions.

I always get to 2nd stage interviews and then get told that - there is no budget, we will see where we are next quarter, etc etc.

It's hard. But thank you for your post.

OP posts:
QuestioningEverythingNow · 08/08/2026 19:07

PiMCA · 08/08/2026 16:23

I think a lot of people's experience of work coaches seems to hark back to the harsh sanction days under the Tories. Currently they are supposed to help people actually find work. They are not just administrators, they are junior management level, the administration of UC is generally done centrally and has nothing to do with individual jobcentres.

Sorry you are not finding your work coach helpful, but she does appear to be right in suggesting the SEN TA role though. And She probably has between 120 and 220 people on her caseload so you not having transport may have slipped her mind. On the other hand she may just be shit at her job. You could ask for a new work coach but if you do it through the journal you will be asking her!

Thank you for your comment - it did make me smile. It's been a while since I smiled. I won't use the journal to express my "displeasure".

I take on board the comments about the TA role.

OP posts:
CandidLurker · 08/08/2026 19:01

Sorry if you’ve already thought of this but have you searched for Fixed Term contract accountancy roles on the websites? You may be able to get something shorter-term in accountancy e.g. to cover a mat leave or something. You just need something to take you out of the system for a bit. The problem with the job centre, or whatever it’s called these days, is that they are targeted to get you into any job. If it wasn’t for needing to sign on you wouldn’t be there. You are going to be much better at finding a suitable role than anyone who works in the job centre.

AnneElliott · 08/08/2026 19:00

Assume you’ve looked at your local authority op? As you’ve got finance experience that might be worth a try as they find it hard to recruit finance people - and they won’t have the same issue as (IME) as private sector with hiring you as a junior. If you’re prepared to learn pensions then that’s a shortage role in local authorities and they find it so hard to recruit people to the pensions team. Now although they’re trying AI, it is a complicated area with so many variables that it will always need a human to check it and apply some common sense.

If I ever leave my civil service role then I plan to try and get a job in local authority pensions.

QuestioningEverythingNow · 08/08/2026 19:00

NotTheMrMenAgain · 08/08/2026 16:10

Try the civil service jobs site - there should be finance roles across the service but HMRC might be a good bet as it sounds like you have lots of experience and their recruitment is supposed to be ‘blind’, so no age discrimination (allegedly).

I had a long civil service career and ultimately had to resign when trying to work, be a single parent and care for a terminally ill parent became more than I could cope with, after three years of juggling. It took me almost two years to find a new job which fit around my caring commitments and it was pretty depressing, to be honest. I had a number of work coaches and some of them seemed lovely, we had some mutually supportive chats - a good number of them we not
enjoying the work coach experience, as it’s a low band, low paid civil service admin role with more targets/micro-management/people related aggro than the pay warrants.

But, as many people have mentioned, their role is basically to tick the boxes, make certain you are jumping through the relevant hoops and prod/harass you until you get a job. You should have an easier time of it as you will be seen as low-hanging fruit because you are actually willing to work.

Good luck, it’s rough out there.

Thank you for your post. I have registered for civil service jobs - HMRC was an obvious one for me. However they recruited about 7 months ago so no current vacancies that I can see. Just my luck right?

Thanks for your post. I am glad to hear things worked out for you in the end. I can only hope (for myself and my kids).

I am looking at other civil service jobs as well. As I say, my whole life is jobhunting at the moment.

OP posts:
hahabahbag · 08/08/2026 18:58

Yes you are entitled to claim, do, you not only get new style jsa but your ni paid.

but, unless you are looking for an entry level position they are unlikely to help except referral for cv writing help

Redsofacushionsandsnacks · 08/08/2026 18:57

NeverDropYourMooncup · 08/08/2026 13:35

No, you can't demand/ask/request somebody else. You get who you've been given.

For the purposes of receiving UC, you are no different from anybody else who attends, you are no more special than anybody else and you do not require somebody who can 'comprehend' what you're saying - because it is entirely irrelevant. You need a job and you need to keep looking and applying for jobs in order to fulfil the job seeking requirement of the benefit - a SEN TA is something reasonable for them to suggest (in their eyes, and as they make the decisions, that's all that matters) when you take into account that you are literate, numerate and breathing.

Bloody hell, I absolutely disagree with this. OP is a qualified professional, looking for work in a hideous market. She has been allocated a “work coach”, surely THAT PERSON should be literate and numerate at least? And for them to even wonder if an accountant should be a SEN TA shows that they know very little about employment and skills. Where is the crossover between the skills required for the two roles??
So yes op, go back and ask for someone else. If someone else was “making the decision” for me, I’d prefer that they were at least, basically competent.

QuestioningEverythingNow · 08/08/2026 18:54

Pickledonion1999 · 08/08/2026 12:46

Just to add I'm not even sure whether these work coaches are calling people into the job centre regularly. My new graduate son claimed UC in June, he has only had a couple of appointments with a work coach. He has found a part time job but they won't know that yet as he hasn't been paid yet but even since he has been working very part time they've barely called him in to hassle him to look for more hours. I just get the impression the whole system is overwhelmed with so many new claimants.

Mine is heavy on compliance - I have to attend at least once a week. Luckily it's a short bus ride away.

OP posts:
QuestioningEverythingNow · 08/08/2026 18:51

Devilsmommy · 08/08/2026 14:11

Exactly what I was thinking. I've had to apply a couple of times and my work coach was never the person who does the id check

I think I answered this earlier - she is definitely my work coach. ID checks were done but have had appointments for commitment setting and she sends me jobs and I meet her every week.

OP posts: