Parent adviser job description

Job title: Parent adviser

Reports to: Team manager 

Department: Customer strategy and experience 

Location: Cardiff 

Salary: £12,000 per year 

Person specification

Role purpose

To manage a case-load of customers, supporting and empowering them, ensuring that all programme KPI’s are met.

Key accountabilities

  • Conduct a thorough initial assessment of all customers joining the programme 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
  • To work collaboratively within the team to provide support where needed in to ensure KPI’s are achieved
  • Any other duties as required to support the delivery of the 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

  • National delivery managers
  • Local delivery managers
  • Team managers
  • Extended customer and strategy team

External

  • Customers and third party contacts
  • Organisations - private, public and third sector who can support and enhance the delivery of the national service.
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