Community-Based Contract Support Advisor (Birmingham)

Ingeus UK; Birmingham; On-site; GBP 24,000 - 29,000; Full time

Job summary

Ingeus UK in Birmingham is seeking a Contract Support Advisor to deliver high-quality customer service to participants and internal stakeholders, primarily by phone and email. The role supports employability contracts, ensuring accurate records and data-driven process improvements.

The position requires excellent communication, strong organisational skills, and a proactive, empathetic approach to sensitive conversations within a busy team environment.

Qualifications

• Excellent verbal and written communication skills, including presentational ability.
• Exceptional data entry accuracy.
• Practical problem-solving abilities.
• Strong organisation skills with the ability to manage a busy workload under pressure.
• Commitment to personal and professional development.
• Effective influencing and persuasion skills - Empathetic approach to sensitive conversations.

Responsibilities

• Contact all new JCP referrals and self-referrals within agreed minimum service standards, conducting high-quality conversations to positively influence referral to start conversion rates and promote a positive view of Ingeus' Programmes.
• Receive and respond promptly to inbound calls and emails from clients, addressing queries, concerns, and requests in line with contractual procedures - Maintain accurate records in line with contractual guidelines, analyse data to highlight improvements, and manage the contract-specific inbound line.
• Complete compliance checks against KPIs and record findings to inform leadership of trends, issues, and process improvements - Liaise with internal operations and external stakeholders to support the wider organisation.

Skills

Communication & listening

Data entry accuracy

Problem solving

Organisational skills

Professional development

Influencing skills

Job description

Ingeus UK in Birmingham is seeking a Contract Support Advisor to deliver high-quality customer service to participants and internal stakeholders, primarily by phone and email. The role supports employability contracts, ensuring accurate records and data-driven process improvements.

The position requires excellent communication, strong organisational skills, and a proactive, empathetic approach to sensitive conversations within a busy team environment.