Stakeholders

We believe that a shared concern to improve our service to customers is at the heart of the relationship Jobcentre Plus has with stakeholders - organisations that represent the interests of our individual customers. Our aim is to:

• keep stakeholders up to date with Jobcentre Plus developments through the most appropriate means, including regular face to face meetings
• ensure stakeholders receive a clear and accurate response to issues and questions raised with us, in a reasonable timeframe and to their satisfaction
• work with stakeholders in a focused way to tackle the most important issues.

Third Sector Organisations (Voluntary and Community Sector)

Jobcentre Plus recognises the importance of partnership working with the third sector (voluntary and community organisations, charities, social enterprises, cooperatives and mutuals both large and small) in assisting our joint customers to move from welfare to work.

Organisations that make up the third sector often already have the trust of many of our customers, including those currently not actively engaged with Jobcentre Plus. 

It is therefore important that we support the thriving third sector, enabling them to campaign for change, deliver public services, strengthen communities and develop our relationships to make them effective stakeholders. 

We also run periodic events of our stakeholders to take views on particular issues.

If you have any questions, or would like more information on working with Jobcentre Plus, please send an e-mail to the Stakeholder Team.

Keeping ‘in touch’

We want to ensure that we keep our stakeholders up to date with the latest news on Jobcentre Plus, including regular updates about progress on modernisation, performance, changes to benefit rules etc. One of the key ways we do this is through ‘in touch’, the monthly newsletter for Jobcentre Plus stakeholders.

You can subscribe to receive ‘in touch’ by e-mailing the Editor, including your name, job title, the name of your organisation and your e-mail address.

Liaison with Stakeholders

Jobcentre Plus District Managers are responsible for the delivery of services and for ensuring good service for individual customers.

Our District External Relations Managers work directly to District Managers and it's their job to establish and maintain good working relations with local stakeholders including customer representative groups.

All Districts have liaison and communication arrangements with key local stakeholders. This helps ensure issues can be raised with the appropriate people in Jobcentre Plus and resolved as quickly as possible.

If you are a stakeholder and have local issues to raise you will need to speak to the District External Relations Manager in the first instance please contact us to request local contact details.

District External Relations Manager will be able to escalate issues via the District Manager, and then onto the Region if necessary. For information on questions that have arisen recently visit the Recent Stakeholder Activity page.

National Liaison

At a national level, responsibility for liaison with stakeholders sits with the Jobcentre Plus Partnership Division. The Stakeholder Team works with stakeholders to resolve national policy and customer service issues and supports a number of national level liaison groups. This includes the Customer Representative Group Forum.

Customer Representative Group Forum

The Customer Representative Group Forum is a joint national group through which Jobcentre Plus and key national customer representative groups focus on the Jobcentre Plus benefit delivery system, both planned developments and current issues, as well as related customer service issues. This includes the effectiveness of liaison between Jobcentre Plus and customer representative groups at national, regional and local levels.

Jobcentre Plus in Scotland and Wales have arrangements to engage with customer representative groups in those countries.

e-mail for information on the Welsh Customer Representative Group Forum

e-mail for information on the Scottish Customer Representative Group Forum

e-mail the Jobcentre Plus Stakeholder team