Employment Adviser - Support to Work

Job description

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.

Main responsibilities

• 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.

Key contacts

Internal

• Head of Departments
• Programme Leads
• Extended Customer and Strategy team
• Human Resources, Finance, IT and other support teams as required

External

• Corporate Funders
• Customers and third party contacts
• Organisations (Private, Public and Third Sector who can support and enhance the delivery of the National Employment Service)

Person specification

Knowledge and experience

Essential

• 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.

Desirable

• 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

Skills

Essential

• 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.