In Work Support Adviser

Job description

A new integral role within our National Support to Work Service, to remotely manage a caseload of customer who are in work. You will support and empower them as they transition into the workplace, ensuring that all programme KPI’s are met.

Main responsibilities

• Conduct a thorough assessment of all customers who are due to start work to understand fully their support or development needs
• Develop a weekly schedule of remote support for up to 26 weeks, to ensure customer retains employment
• Measure, record and track customer engagement via our Microsoft Dynamics CRM system.
• To provide advice on reasonable adjustments and support with Access to Work applications where applicable.
• To liaise closely with the Support to Work adviser team to ensure that customers are aware of the support that can be offered once they have started work and to forecast need and caseload size.
• 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 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 Delivery Teams
• Programme Team Lead/ team Leader
• Employer Engagement Lead
• Extended Engagement, Enterprise and Delivery team

External

• Government departments - Access to Work
• Employers
• Voluntary and Third Sector organisations.

Person specification

Knowledge and experience

Essential

• Demonstrable experience of supporting disabled people in work
• Experience of supporting customers remotely, via telephone and email
• Dynamic and results-driven and comfortable delivering to targets
• Demonstrable track record of performance across a range of outcome and quality measures
• Knowledge of reasonable adjustments and the Equality Act
• Ability to cover extended opening hours of the service (currently Monday to Friday 9am to 7pm) on a rota basis.
• Experience of the Access to Work system and negotiating reasonable adjustments

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
• 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