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Customer Service Advisor / Employment Advisor

Employer
Acis Group
Location
Gainsborough
Salary
£11000/annum
Closing date
23 Apr 2019

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Sector
Customer Service & Call Centres
Hours
Part Time
Flexibility
Set hours
Contract Type
Contract
Customer Service Advisor / Employment Advisor  We own over 6200 social housing and 1000 student properties across the East Midlands and Yorkshire and take our roles in our customer’s lives really seriously, putting the customer first in everything we do. We have a wide variety of customers and have ambitious targets to deliver the best service we can in an ever-changing landscape.  Position: Customer Support Officer (Accelerate)  Location: Gainsborough, Lincolnshire (Commutable from Doncaster, Scunthorpe, Retford, Market Rasen & surrounding areas)  Job type: Part Time, 9 months Fixed Term Contract  Hours: 18.5 hours per week; between 7am and 7pm Monday to Friday; typical hours 8:30am to 5pm (4:30pm on a Friday), flexible options available  Salary: £11,000 per annum  Benefits: At least 25 days annual leave every year, with bank holidays on top of this. An employer matched pension contribution of up to 8%. The opportunity to undertake additional company sponsored professional training.  Closing date: 07 April 2019  About the role:  Your role is to establish this new service offer within Acis. You will be testing the delivery model and obtaining clear outcome measures to secure future funding for its sustainability. You will be managing the end to end customer journey of employability support interventions including engagement on to the programme, delivering one to one IAG, training, employer contact, job entries and in-work support.  You’ll be responsible for establishing clear documentation, procedures and processes, ensuring internal and funder protocols and standards are adhered to. You’ll also be obtaining data and outcomes from the pilot to give evidence for future funding bids. Essentially, you’ll be shaping and delivering a service that makes a positive difference to our customer’s lives.  Responsibilities:  - Delivering our exciting employability pilot project; “Accelerate”. Using your experience and ideas to turn a draft delivery model into an innovative, high performing and sustainable service for our customers.  - Engaging and building rapport with customers on an individual and group basis. Carrying out assessment of their skills, issues, challenges and objectives to getting in to employment and helping them to produce a personalised action plan as well as delivering relevant training such as CV workshops and helping with online job searching.  - Working with our neighbourhood teams, customer contact centre, marketing team and supporting foundations service, establishing clear referral routes onto the voluntary programme.  - Managing small caseloads of customers, reviewing their progress towards employment and maintaining engagement in order to achieve personal and team targets, sign-posting them to 3rd party provision as needed and matching them to employment opportunities as required.  - Working with the Volunteer and Employability Coordinator to establish key strategic employer relationships.  - Working with and developing further relationships with key stakeholders including employers, jobcentre teams and provisions and funding providers to ensure smooth operation of all processes, identifying employment and other work-related opportunities with employers through marketing candidates directly to them.  - Supporting customers during their initial weeks of employment to aid their transition from welfare to long-term employment.  - Maintaining IT files and customer records to ensure the customer journey is documented in accordance with our quality standards.  - Supporting in the process of evaluating the programme, and the experience of customers and employers.  About you:  - A good standard of general education and experience of the world of work.  - Level 3 qualification or equivalent experience or education in Information & Guidance.  - Knowledge and understanding of the local labour market.  - Good IT skills with demonstrable experience of using MS Office software and CRM systems.  - The ability to build rapport and work effectively with customers who have different needs e.g. learning difficulties, mental health, ex-offenders etc.  - A genuine commitment to the personal and occupational success of the long term unemployed and alignment with organisational vision and values.  - Experience in a recruitment, sales, training and / or customer facing role.  - Experience of working in a customer focused, results driven environment with a demonstrable track record of achieving and beating targets.  - A full driving licence is essential.  Desirable skills or experience:  - Experience of setting up a new service like this one in an established organisation would be advantageous.  - You’ll be adept to change, having hands-on experience living and breathing new ways of working.  You’ll work from our corporate office at Acis House in Gainsborough or Parkway Works in Sheffield; working across our West Lindsey area initially and all our locations eventually. We might ask you to visit other sites or locations as part of your role.  This role requires an enhanced DBS check as this role includes working with vulnerable customers  You will be working with a variety of stakeholders, such as other team members, Managers and Directors, the Board, our customers, members of the public, contractors, employees from other agencies etc.  We may close this vacancy earlier than the stated closing date if the volume of applicants is high.  You may have experience of the following: Customer Support Officer, Customer Service Officer, Customer Service, Customer Support, Employment Advisor, Employment Consultant, Recruitment, Recruitment Consultant, Resourcer, Social Housing, Charity, Charities, Not for Profit, NFP, Third Sector, etc

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