Engagement Coordinator

The role of the Customer Service Coordinator (Engagement Coordinator) is to engage with and guide suitable participants to join the Restart programme via a telephony service before arranging and booking in welcome appointments for customers to meet with an Employment Adviser. Ideal for anyone with customer service and administration experience in a call centre environment or support role.

You will be…

Closely engaging with Job Centre Plus (JCP) and local signposting organisations to communicate with participants who are deemed as suitable for the programme
Facilitating a 'warm handover' using a telephony system for all participants to enable a smooth transition on to the programme
Booking the participants initial first appointment with the relevant Employment Advisors
Building and maintaining strong relationships with local JCP, referral agencies and the local signposting organisations to generate and maximise programme referrals
Delivering performance against agreed participant referral targets, service, SLA and quality KPI's
Maintaining customer records in accordance with data protection requirements so that participant information is safeguarded, and the customer journey is accurately recordedts., a rewarding career that makes a genuine difference to people's lives.

You won't work on weekends or bank holidays!
A monthly benefits scheme worth £500 with access to over 900 retailers
A cycle to work scheme that is open all year long!
Laptop and mobile phone for every employee!
Employee assistance programme (EAP). A telephone service offering various support services including emotional support, stress helpline amongst others.
The opportunity of an Institute of Employability Professionals (IEP) qualification for all employees
A two-week Induction and training programme
Company annual leave, including a buy/sell scheme
Free life cover!
Pension with a 4% match from Fedcap

Can you embrace our company values which are Kindness, Respect, Integrity, and Innovation?

Experience, Knowledge and Qualifications

Customer service experience in a telephone or remote environment
Ability to achieve and exceed targets in a result driven or KPI environment
Experience of networking and communicating with internal and external stakeholders
An understanding of local labour markets and current barriers individuals are experiencing.
Knowledge and experience of the employability sector is ideal but not essential
Key Competencies:

Adaptability
Results focused
Customer centric
Rapport building
Resilience
Quality & compliance.
What's in it for you?, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.