Customer Support Adviser - (Exeter)

Seetec; Exeter; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave + BH + Birthday

2 Volunteer Days

Pension - 5% Employee 5% Employer

Healthcare Cash Plan + life assurance

Annual Salary Review

Refer A Friend Scheme

BenefitHub discounts

Job summary

Seetec is seeking a Customer Support Adviser in Exeter to be the first point of contact for potential participants, delivering telephone and online support, and guiding them through the Employability Programme. You will work with Jobcentre Plus and internal teams to complete pre-referral checks and ensure a smooth transition to programme start.

The role emphasizes accurate record-keeping, a strong customer service ethos, and achieving targets for referrals and satisfaction.

Qualifications

• Positive, service-oriented attitude with customer service experience.
• Ability to build positive relationships with a diverse audience.
• Proficient with Microsoft Office and modern digital tools including Teams.
• Thrives in fast-paced environments and handles pressure well.
• Ability to work independently or as part of a team.

Responsibilities

• Promote the Employability Programme and explain available support and benefits.
• Conduct warm handover discussions and pre-referral assessments with Jobcentre Plus.
• Handle inbound/outbound calls and emails, guiding participants through journey.
• Verify and record participant information to high data standards.
• Collaborate with teams to ensure smooth transitions to programme start.
• Meet performance targets for referrals and customer satisfaction.
• Maintain relationships with participants and stakeholders, even in challenging conversations.
• Ensure data protection, safeguarding, Prevent and company policies are followed.

Skills

Positive, service-oriented attitude

Relationship building

IT literacy (MS Office, Teams)

Thrive in fast-paced environment

Independent or collaborative work

Tools

Microsoft Office

Microsoft Teams

Job description

Job Role

We're Hiring: Customer Support Adviser, you will be the first point of contact for potential participants, providing telephone and online support through warm handovers and helping them understand the benefits of the Employability Programme. You\'ll deliver excellent customer service, answer enquiries, gather and record key information, and support individuals through the early stages of their employment journey.

Working closely with Jobcentre Plus and internal operational teams, you will complete pre-referral checks, assess suitability for the programme and help ensure a smooth transition from referral to programme start. You will manage inbound and outbound communications, maintain accurate records and work towards key performance indicators, including referral to start conversions and customer satisfaction targets.

The ideal candidate will have strong communication skills, excellent attention to detail and the ability to build rapport with a wide range of people, including those facing barriers to employment. A customer focused approach, strong organisational skills and the ability to handle sensitive conversations professionally are essential.

This role offers the opportunity to make a real difference by helping individuals access the support they need to move towards sustainable employment while contributing to a high-performing and purpose-driven team.

In return for your dedication, knowledge, and commitment, we\'re offering a competitive salary range £ 26,647 per annum (dependent on experience) with these great benefits:

• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)


• 2 Volunteer Days


• Pension - 5% Employee 5% Employer


• Healthcare Cash Plan, incl. 3 x salary life assurance


• Annual Salary Review


• Refer A Friend Scheme


• Free access to BenefitHub - an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits

What it means to be employee-owned.

Seetec Group is an employee-owned organisation and we continually pride ourselves on our sense of community, both in the incredible work we do throughout UK and Ireland, and internally with our employee-owners. People are at the front, centre and heart of every service we provide and each decision we make.

Location:

Exeter 37 hours a week. Monday to Thursday 8.30 am to 5pm, Friday 8.30 am to 4.30pm

Closing Date: 19 October 2026

Contract Type: Permanent

Key Responsibilities

• Promote the Employability Programme positively, ensuring potential participants fully understand the support available and the benefits of taking part.


• Conduct warm handover discussions and complete the pre-referral process, including assessing suitability and liaising with Jobcentre Plus for referral sign-off.


• Handle inbound and outbound calls, emails and other communications, providing a professional and supportive service throughout the participant journey.


• Gather, verify and accurately record participant information, ensuring all records are maintained to a high standard.


• Work closely with operational teams to ensure a smooth transition from warm handover to programme start.


• Achieve performance targets, including referral-to-start conversion rates and customer satisfaction measures.


• Build positive relationships with participants and stakeholders, delivering an excellent customer experience, including during challenging conversations.


• Maintain compliance with data protection, safeguarding, Prevent and company policies while championing best practice at all times.

• Adhere to the company\'s policies and procedures always, including safeguarding, equality, diversity and inclusion, quality, health and safety and IT.


• To undertake any other duties, as required, appropriate to the post.

Skills and Experience

Essential

• Positive, service-oriented attitude with proven experience in a customer service-related role.


• Ability to foster and maintain positive relationships.


• IT literate with familiarity in using Microsoft Office products and modern digital technologies, including Microsoft Teams.


• Ability to thrive in a fast-paced and sometimes high-pressure environment.


• Willingness to work independently with minimal supervision or collaboratively as part of a team

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.

Additional Information

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.