Customer Support Rapid Response Adviser (Exeter)

Seetec Group Ltd.; Exeter; Remote; GBP 26,000 - 30,000; Full time

Job summary

Join Seetec Group Ltd. as a Customer Support Adviser in Exeter, working within the Rapid Response Team to engage and support customers referred to the Restart scheme. This role involves ensuring compliance standards and fostering relationships to help individuals achieve sustainable employment, while receiving a competitive salary and excellent benefits.

Benefits

25 days annual leave + Bank Holidays + Birthday Day off

Company Pension Scheme - 5% Employee 5% Employer

Employer Paid Healthcare Cash Plan

Annual Pay Review

Enhanced Maternity/Adoption and Paternity Pay

Access to BenefitHub with retail discounts

Refer a Friend Scheme

Qualifications

• At least 1 year of experience in a customer service-related or employability operational role.
• Ability to thrive in fast-paced environments and manage high workloads.
• Familiarity with MS Office and modern digital technologies.

Responsibilities

• Manage a high caseload efficiently and ensure compliance standards are met.
• Engage with customers primarily through outbound calls, emails, and SMS.
• Administer VEX vouchers to support participants needing financial assistance.

Skills

Customer service experience

Positive relationships

IT literate

Ability to manage caseloads

High-performance culture experience

Tools

Microsoft Office

Customer databases/systems

Job description

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Come and join us as a Customer Support Adviser working within our Rapid Response Team.

The aim of the role is to work with customers who have been referred to the Restart scheme but are failing to attend their mandatory appointments. You will work with these customers to try to find a way to re-engage them to attend their appointments and ultimately find sustainable employment.

When a customer cannot be re-engaged you will identify when formal processes will need to be initiated. Working closely with the Customer Admin Team you will ensure these processes are carried out effectively and accurately.

You’ll also be responsible for the administration and compliance of VEX vouchers, ensuring the smooth and efficient processing whilst meeting full compliance.

Our ideal candidate will have the ability to manage high caseloads whilst retaining accuracy and maintaining all set compliance standards. Be able to foster and maintain positive relationships and the ability to thrive in a fast-paced and sometimes high-pressure environment

This role will be a positive ambassador for Restart and Seetec.

Be proud to help our communities build back better, to ensure no one is left behind


In return for your dedication, knowledge, and commitment, we’re offering a competitive salary range £26,500 to £29,585 p.a. (dependent on experience) with these great benefits:

• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• Company Pension Scheme - 5% Employee 5% Employer
• 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

Interested? There’s an easy to apply route below to upload your CV!

If you need any further information, talk to our experienced Internal Recruitment Team on 01702 595200 .

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.

What it means to be employee-owned.

What our people say.

Location: The requirement of this role will be a ‘remote’ service. Based in either one of our Hubs or Homeworking within commutable distance of our Exeter hub

Hours: 37 hours per week

Closing Date: 29 July 2025

Key Responsibilities

• Managing a high caseload efficiently whilst maintaining accuracy
• Ensuring all compliance standards are met
• Utilizing a number of communication methods, though primarily outbound phone calls, email and SMS to engage with our Disengaged Participants
• Correct identification and implementation of mandation, UCD603 and UC78e processes.
• Work closely with our operational colleagues to provide useful intelligence so we can provide a holistic and collaborative approach to our participants.
• Collect and record feedback and information and share with appropriate departments and team members
• Administer the issuing of VEX Vouchers to support our participants where financial support needs have been identified.
• Ensue full compliance during the full issuing process of VEX.
• Achieve personal performance targets (Key Performance Indicators) relevant to the role.
• Build a rapport with all contact points, ensuring the best possible experience, even with challenging customer conversations

Skills and Experience

• Positive, service-oriented attitude with a least 1 year of experience in a customer service-related or employability operational role
• Ability to foster and maintain positive relationships
• IT literate with familiarity of in using a MS Office products and modern digital technologies, i.e. Microsoft Teams and customer databases/systems
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Willingness to work without direct supervision or as part of a team
• Ability to manage high caseloads efficiently whilst maintaining accuracy
• Ability to meet all applicable compliance standards consistently
• Some understanding of the challenges for participants entering new employment
• Some experience of working in a high-performance culture
• Some experience of delivering services to specific quality standards

Additional 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.