Contract Support Advisor

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

Contract Support Advisor Regional Office Worker - Site & Community based in Birmingham

Salary: £26227.50 per annum + Package

The Contract Support Team provide support services to our Employability contracts. The Contract Support Advisor delivers an outstanding level of customer service to Ingeus' participants and internal stakeholders, primarily over the telephone and via electronic communication.

• 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 - Undertake follow-up actions including calls, texts, and letters, and make reminder calls to promote participant attendance to 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

Company Description

Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

Qualifications

You will require

• 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

Additional Information

At Ingeus, our culture is built on treating everyone with dignity, ensuring every individual feels valued, respected and recognised for their contribution.

As a Disability Confident Employer, we understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach. Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us to discuss how we can support you.

Please note, we may shortlist and conduct interviews before the closing date and we may close this role early if we receive enough applications.