Customer Support Rapid Response Adviser - (Exeter)

Seetec Business Technology Centre; Exeter; Remote; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave + Bank Holidays +

Birthday Day off

Volunteer Days

Company Pension Scheme - 5% Employee 5

Health Insurance Allowance

Employee Healthcare Cash Plan

Annual Pay Review

Enhanced parental pay

BenefitHub discounts

Refer a Friend Scheme

Job summary

Seetec Group is recruiting an Engagement Advisor for the Rapid Response Team to re-engage Restart Scheme participants and address barriers to attendance. The role emphasizes compliance, vouchers administration, and strong relationship-building with participants and colleagues.

You will work remotely or from a hub within commutable distance of Exeter, with 37 hours per week and a closing date of 02 September 2026. A supportive benefits package accompanies the salary.

Qualifications

• Positive, service-oriented attitude with experience in customer service or employability roles.
• Strong relationship-building skills to maintain positive working relationships.
• IT literate with MS Office, Teams and customer databases/systems.
• Resilient and adaptable in a fast-paced, target-driven environment.
• Self-motivated and able to work independently and in a team.
• Able to manage high-volume caseloads with accuracy and attention to detail.
• Committed to meeting quality and compliance standards.

Responsibilities

• Manage a high caseload efficiently while maintaining accuracy.
• Ensure all compliance standards are met.
• Engage with disengaged participants using outbound calls, emails and SMS.
• Identify mandation and UC78e processes where required.
• Provide intelligence to colleagues for a holistic participant approach.
• Record feedback and share with relevant departments.
• Administer VEX vouchers and ensure full compliance during issuance.
• Hit personal KPI targets and maintain excellent participant experience.

Skills

Customer service

Relationship building

IT literacy

Resilience

Self-motivation

High-volume caseload management

Quality & compliance

Tools

Microsoft Office

Microsoft Teams

Customer databases/systems

Job description

Job Role

Looking for a rewarding customer service role? Join our Rapid Response Team as an Engagement Advisor and make a real difference every day.

The purpose of this role is to engage with customers who have been referred to the Restart Scheme but are not attending their mandatory appointments. You will work closely with these individuals to understand and overcome any barriers to attendance, support their re‑engagement with the programme, and help them progress towards sustainable employment.

Where customers cannot be successfully re‑engaged, you will identify when formal compliance processes need to be initiated. Working closely with the Customer Administration Team, you will ensure these processes are completed accurately, efficiently, and in line with programme requirements.

You’ll also be responsible for the administration and compliance of VEX vouchers, ensuring they are processed accurately, efficiently, and in accordance with all relevant compliance standards.

Our ideal candidate will be highly organised and able to manage a high-volume caseload while maintaining exceptional attention to detail and adherence to compliance requirements. You’ll have excellent communication and relationship‑building skills, with the ability to engage positively with customers and colleagues alike. A proactive approach, resilience, and the ability to thrive in a fast‑paced, target‑driven environment are essential.

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 £27,000 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)
• 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

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.

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: 02 September 2026

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

Essential

• Positive, service-oriented attitude with at least one year's experience in a customer service or employability focused operational role.
• Strong relationship-building skills, with the ability to develop and maintain positive working relationships.
• IT literate, with experience using Microsoft Office applications, Microsoft Teams, and customer databases/systems.
• Resilient and adaptable, with the confidence to perform effectively in a fast-paced and sometimes high-pressure environment.
• Self-motivated, with the flexibility to work independently and collaboratively as part of a team.
• Skilled in managing high-volume caseloads while maintaining accuracy and attention to detail.
• Committed to consistently meeting quality and compliance standards.

Desirable

• An understanding of the challenges individuals may face when moving into employment.
• Experience of working in a fast-paced, performance-focused environment.
• Knowledge of delivering services in line with defined quality standards and compliance requirements.

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.