Customer Experience Adviser (Bristol)

Seetec; Bristol; On-site; GBP 24,000 - 28,000; Full time

Job summary

A leading employability services provider is seeking a dynamic Customer Experience Adviser in Bristol. This role requires exceptional customer service skills and the ability to assist individuals in their journey to employment. You will be responsible for providing welcoming and efficient support to participants and stakeholders, delivering job search activities, and ensuring high-quality administrative support. The ideal candidate will have strong interpersonal skills and a proven customer service background, as well as the ability to maintain a professional office environment. This position supports community engagement and aims to empower individuals to achieve their employment goals.

Benefits

25 days annual leave + Bank Holidays

Company Pension Scheme

Health Insurance Allowance

Annual Pay Review

Enhanced Maternity/Paternity Pay

Qualifications

• Proven experience in a customer service-related role.
• Strong attention to detail and ability to manage multiple tasks.
• Excellent communication and interpersonal skills.

Responsibilities

• Act as the first point of contact for customer inquiries, both in person and by phone.
• Support Employment Advisers during periods of absence.
• Organise and deliver job search activities including CV preparation.

Skills

Customer service-oriented attitude

Relationship building

IT literacy with MS Office

Communication skills

Attention to detail

Education

GCSE or equivalent in English and Maths

Job description

We're seeking a dynamic and customer-focused Customer Experience Adviser to be the welcoming face of our team. In this role, you'll be the first point of contact for participants and stakeholders, providing a welcoming and efficient service both in person and over the phone. You'll play a key part in supporting individuals on their journey to sustainable employment, while ensuring smooth programme transitions and delivering exceptional customer service. You'll facilitate warm handovers from Jobcentre Plus, and completing all necessary start-up administration such as identification checks and initial assessments. You'll also support Employment Advisers during periods of absence, organise and deliver job search activities including CV preparation and application support, and build strong relationships with local employers to assist with recruitment events and vacancy campaigns. Additionally, you'll provide ongoing support to participants in work, deliver high-quality administrative support by managing office supplies and maintaining a professional office environment, and handle petty cash payments accurately.

Responsibilities

• Promote the Employability programme positively to ensure potential participants have full understanding of the programme and its benefit to them
• Act as first point of contact for customer enquiries, both by telephone and face-to-face, delivering a professional and welcoming service.
• Support Employment Advisers during periods of annual leave, including covering stakeholder meetings and ensuring continuity of service for participants.
• Meet, and strive to exceed personal performance targets (Key Performance) Indicators and Customer Service Standards whilst ensuring quality and compliance standards are achieved.
• Conduct welcome/introduction meetings for small groups or individuals (mandatory and voluntary), either face to face or via phone or video call, gathering identification evidence and completing all necessary start administration requirements for DWP
• Working with the operational colleagues to facilitate the smooth transition from 'warm handover' stage to programme start
• Complete the pre-referral process (warm handover meeting) including checking suitability for the programme and liaise with Job Centre staff for referral sign-off
• Undertake initial assessments with customers, identifying potential barriers restricting the Participant moving into employment, update records and book them onto follow-up meetings with their designated Employment Adviser.
• Organise and undertake job search/job club activity on a 1-2-1 or group basis for example, preparing CV's, support with applications, promoting relevant job opportunities to customers, Reverse Marketing of Participants to employers etc.
• Provide regular reviews and ad-hoc support and advice to enable Participants to maintain employment- by ensuring effective and quality support is provided within the workplace.
• Work collaboratively with Employment Advisors to ensure that in-work plans are in place and undertaken, reviewing the achievement of SMART development targets.
• Develop an understanding of specialist signposting services in the local area/region, building knowledge in areas such as specific disabilities, housing, benefits etc.
• Source suitable job opportunities within the local labour market and support the Employer Engagement Team with recruitment events and bulk vacancy campaigns
• Undertake direct marketing to employers using digital media e.g. email, LinkedIn, Facebook, X etc.
• Provide necessary pre-employment support, e.g. travel planning, work wear etc. and maintain ongoing support to Participants upon entering employment where required.
• Support with Exit Reports as Participants leave the programme.
• Proactively participate in continuous improvement activities to ensure that the service continues to deliver excellent customer service
• Maintain updated knowledge on all of Restart's specific services in order to provide the best possible service to participants
• Obtain necessary information from participants to follow prescribed process and a bespoke participant journey, documenting important information for future reference
• Collect and record feedback and information and share with appropriate departments and team members
• Manage office supplies, including placing and monitoring stationery orders to maintain adequate stock levels.
• Maintain and update notice boards, ensuring information is accurate, accessible, and up to date.
• Ensure the office environment remains tidy, professional, and welcoming.
• Handling petty cash payments to customers and accurate recording these payments to customers files and finance records
• Support colleagues and management with ad hoc administrative tasks to meet business needs.
• To undertake any other duties, as required, appropriate to the post.

Qualifications & Experience

Essential

• Positive, service-oriented attitude with proven experience in a customer service-related role
• Ability to build, foster and maintain positive relationships with all contact points, ensuring the best possible experience, even with challenging customer conversations
• IT literate with familiarity of MS Office products and modern digital technologies, i.e. Microsoft Teams
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Willingness to work without direct supervision or as part of a team
• Proven experience in administrative roles, ideally within employability, recruitment, or HR.
• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• A good working knowledge of the local labour market in the specified geographical locations
• GCSE or equivalent in English and Math's at Grade C or above
• Experience of working in a target driven environment
• Experience of delivering services to meet contractual and quality standards

Desirable

• An understanding of the barriers unemployed job seekers face in obtaining a new job
• Experience of working in a high-performance culture
• Experience of delivering services to specific quality standards
• NVQ Level 2 or 3 in Business Administration or equivalent.
• Knowledge of the employability industry
• Experience of working with people in the provision of 'information, advice & guidance'

Company Information

SEETEC is one of the UK's leading providers of employability and health services, supporting thousands of people to move into employment each year. Committed to empowering people to better their lives, Seetec supports individuals from all walks of life to enter and progress in the world of work. We create and source jobs and opportunities, and by focusing on people's strengths we raise aspirations and help them overcome their barriers to work and develop the skills that employers are looking for. Together, we open up a world of opportunity to individuals and organisations, supporting them with their aspirations today so they can thrive in the future.

Seetec is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values. Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec support the recruitment of ex- offenders and will not discriminate in any way. Our full policy statement of "Ex-Offenders" can be found on our website under "About us" Seetec is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity Seetec is an employee-owned company delivering services - across the employment, skills and rehabilitation sectors - that unlock people's social and economic potential by helping them into work, develop new skills or turn away from crime. Changing people's lives for the better in the businesses and communities we serve is the driving force behind our services and the motivation for our exceptional delivery standards. We have significantly grown and evolved from our original not for profit roots in 1984, but throughout our history our commitment to delivering social value has remained at the heart of our culture. Our colleagues - across offices in the UK and Ireland - are dedicated to improving the lives of thousands of people every year by identifying and delivering the support they need to be more skilled, productive and prosperous. Our foundation is the strength of our people and their expertise, insight and determination to change the lives of those they support. It was therefore a logical step at the beginning of 2020 to put our future in the hands of our colleagues and become majority employee owned. We are now one of the largest employee-owned businesses in the UK where every employee is a stakeholder in our collective success. We are a Disability Confident Leader and B-Corp certified, which means we meet rigorous standards on transparency and delivering social value in the places where we work. Seetec holds Investors in People and Investors in Wellbeing Gold status and are rated 'good' by Ofsted for our market-leading training and skills delivery. With people at the heart of every one of our services, we are driven by our overarching aim to empower lives and improve communities. Our commitment to providing effective and innovative service delivery enables us to have a positive impact on people's lives and improve communities. We build our relationships on mutual respect: all employers, customers, and partners receive the same high-quality service. We empower and inspire our customers to take ownership of their lives by giving them the right tools, support and opportunities to break down barriers and achieve their goals.

Benefits

• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Company Pension Scheme - 5% Employee 5% Employer
• Health Insurance Allowance
• Employer Paid Healthcare Cash Plan, incl. 3 x salary life assurance
• Annual Pay Review
• Enhanced Maternity/Adoption and Paternity Pay Arrangements
• Free access to BenefitHub - an online portal with access to a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets
• Refer a Friend Scheme

Location & Hours

Location: Bristol Hours: 37 hours a week. Monday to Thursday 8.30 am to 5pm, Friday 8.30 am to 4.30pm