Whitney Thomas | Youth Lead, Deputy Team Leader, Work Coach
Department for Work and Pensions

Whitney has over 16 years of experience in customer-focused roles, building a career founded on exceptional customer service, relationship management, stakeholder engagement, and supporting people through challenging situations. Beginning her career in retail and hospitality, working as a General Assistant and providing front-line customer service at private events, Whitney quickly developed a passion for helping people and creating positive customer experiences. This customer-centric approach led to a successful career within the insurance sector, where she progressed to become a Customer Care Manager, overseeing complaints teams and managing complex customer cases. During this time, Whitney worked closely with the Financial Ombudsman Service, handled insurance claims and complaints, and developed extensive expertise in complaint resolution, customer advocacy, and service improvement. Alongside her professional career, Whitney has remained committed to supporting local communities through voluntary and charitable work, including supporting initiatives with the Trussell Trust. For the past five years, Whitney has worked within the Civil Service at the Department for Work and Pensions (DWP), undertaking a variety of roles within Jobcentre Plus. Currently serving as a Work Coach, Youth Lead, and Deputy Team Leader, Whitney is dedicated to helping people overcome barriers to employment and achieve their career aspirations. She has a particular passion for supporting young people, enhancing customer experiences, and fostering an inclusive workplace culture. In addition to her operational responsibilities, Whitney acts as the office Single Point of Contact (SPOC) for Domestic Abuse, providing support and guidance to colleagues and customers affected by domestic abuse. She is also an active member of the People Engagement Team, helping to promote wellbeing, inclusion, and employee engagement across the Jobcentre. Drawing on experience spanning customer service, leadership, complaint management, community support, and employability, Whitney brings a practical, people-focused perspective to discussions on empowering individuals, building confidence, and creating pathways to sustainable employment.