To manage a case-load of customers, supporting and empowering them, ensuring that all programme Key Performance Indicators (KPI’s) are met.
Main responsibilities and accountabilities:
Conduct a thorough initial assessment of all customers joining the programme to understand fully their support and development needs
Develop SMART goal based action plans that clearly show how the customers support and development needs will be addressed
Measure, record and track “distance travelled” for each customer in caseload and ensure that an evidence based approach is adopted to recording the customer journey
Deliver 121 and group based learning and development sessions as detailed in the delivery timetable, to develop a customer’s knowledge and skills to enable them to achieve their aspirations.
To liaise closely with organisations to encourage referrals onto the service
To work collaboratively within the team to provide support where needed in to ensure contract KPI’s are achieved
Any other duties as required to support the delivery of the service.
To participate and and lead on sessions within monthly team meetings based on the Scope team meeting template.
To work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction
To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
To work within Scope’s policies and procedures.
Head of Services
Extended services team and internal support teams
Local Specialist Provision Providers
Voluntary/Third Sector organisations.
Knowledge and experience
Demonstrable experience in the relevant field
Dynamic and results-driven and comfortable delivering to targets
Demonstrable track record of performance across a range of outcome and quality measures
Demonstrable track record of delivering 121/group sessions therefore assisting customers in their journey.
Understanding of the social model of disability
Professional qualification or proven experience in relevant field
Skills and competencies
Excellent working knowledge of IT including Word for Windows, Excel and PowerPoint. Must be able to use email and the internet and be proficient in the use of digital applications to support our customer journey
Excellent communication skills, strong organisational skills and experience in a customer facing role
Ability to be flexible, respond positively to change, and work effectively under pressure and deal with conflicting priorities
Ability to respond to issues, problems and challenges that arise within job area and to implement solutions to overcome them
Motivated and be able to work independently in addition to contributing as a member of the area team and the wider Service Team
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