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<p>The Department regularly reviews both the numbers of people working in Universal
Credit service centres and their performance to ensure we have the right number of
people available to manage claimants Universal Credit claims. Services and staff training
is assessed, both in real time to meet any short term peaks in demand and also reviewed
for longer term improvements to ensure the service continues to meet customer service
expectation.</p><p> </p><p>Our priority is to give all employees, including those
delivering Universal Credit, the necessary resources, including manageable workloads,
so that they can carry out their roles successfully.</p><p> </p><p>The size of a Case
Manager’s caseload is dependent on a number of factors, including the complexity of
the caseload and experience of the case manager.</p><p> </p><p>All staff on fixed-term
contracts are employed on the basis of agreed full or part time hours. No staff are
employed on zero-hour contracts.</p>
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