An integral role within our national Support to Work service. Provide digital support to a caseload of customers who are looking for work or work related advice.
Conduct a thorough online initial assessment of all customers joining the Support to Work service to understand fully their support needs
Develop SMART goal based action plans that clearly show how the customers support 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
Effectively manage customer caseload to ensure all KPI’s are met and evidenced in line with standards required and that effective use of time is maintained and evidenced on a weekly basis.
Deliver online one to one or group based learning and development sessions as required to develop a customer’s knowledge and skills to enable them to achieve their career aspirations and move them towards employment
Work collaboratively within the team to provide support where needed in line key performance indicators to ensure service targets are achieved
Any other duties as required to support the delivery of of the Support to Work Service.
Mandatory for all staff
Work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
Demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
Work within Scope’s policies and procedures.
Head of Departments
Extended Customer and Strategy team
Human Resources, Finance, IT and other support teams as required
Customers and third party contacts
Organisations (Private, Public and Third Sector who can support and enhance the delivery of the National Employment Service)
Knowledge and experience
Demonstrable experience in the employability field, preferably with digital knowledge
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 cover extended opening hours of the service (Monday to Friday 9am to 8pm and Saturday 9am to 12pm) on a rota basis if necessary. Current hours are Monday to Friday 9am to 7pm.
Demonstrable understanding of the social model of disability
Professional qualification i.e. IAG Level 3 or equivalent or proven experience in relevant field
Ability to evidence distance travelled and customer success using different software applications including CRM systems
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.