Ethnic Minority Customers of Jobcentre Plus: Views and Experiences

The current employment gap between ethnic minorities and the general population stands at 13.8 percentage points. Jobcentre Plus plays a key role in the delivery of PSA 8 'Maximise Employment Opportunity for All' and has its own key objectives relating to the aspiration of inclusion for disadvantaged groups. This project was a qualitative study designed to shed light on why ethnic minorities might experience Jobcentre Plus services differentially, and to explore how specific issues and needs might usefully be addressed. White British customers were included to allow the research to explore whether the experiences reported are typical of the entire population sampled, or unique to specific groups. The research explored in depth whether customers are satisfied in terms of their treatment, their result, the timing and easy access. The research also identified areas for improvement and provided recommendations and examples of good practice.