Employment Adviser - Support to Work
London
Job details
- Here East, London
- £24,000 - £26,000 per year
- 35 hours per week (Monday to Friday)
- Full time, permanent
Working at Scope
- Be a disability gamechanger
- 27 days holiday per year
- Generous pension
- Discounts at gyms, shops, theatres and more
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.
Internal contacts
- Head of Departments
- Programme Leads
- Extended Customer and Strategy team
- Human Resources, Finance, IT and other support teams as required
External contacts
- 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.