Employment Coach Burton (Acorn - 0686)

Acorn Training Ltd; Burton upon Trent; On-site; GBP 22,000 - 29,000; Full time

Job summary

Acorn Training Ltd in Burton upon Trent is seeking an Employment Coach to support Restart participants at a designated site. You will manage a caseload, deliver tailored IAG, and help participants progress into sustainable work.

The role requires strong coaching, case management, and knowledge of local labour markets; you will collaborate with Employer Services and ensure contract compliance and performance targets.

Qualifications

• Full NVQ Level 2 in customer service, business administration, accounting, or IT (essential)
• GCSE English Language and Mathematics (essential)
• Level 2 IT Qualification such as ECDL (essential)
• Level 3 Information, Advice and Guidance qualification (desirable)
• First Aid at Work Certificate (desirable)

Responsibilities

• Manage an allocated caseload of Restart participants from a designated delivery site, maintaining regular and purposeful contact
• Complete effective initial assessments and ongoing reviews to understand each participant’s skills, experience, circumstances, aspirations and barriers to employment
• Co-produce and regularly update clear SMART action plans, ensuring agreed activities are relevant, measurable and focused on progression into work
• Deliver high-quality, personalised Information, Advice and Guidance (IAG) through face-to-face, telephone and remote appointments
• Use coaching techniques to build motivation, confidence, resilience, personal responsibility and positive work-related behaviours
• Provide practical employability support, including job search, applications, CV development, interview preparation and digital job-search skills
• Maintain a strong focus on job outcomes by identifying suitable vacancies and supporting participants to apply for and secure sustainable employment
• Work closely with Employer Services Consultants and colleagues to match participants to live vacancies, sector opportunities, employer events and recruitment activity
• Develop and maintain current knowledge of the local labour market, priority sectors, entry routes and employer requirements
• Identify and address barriers to employment, making timely referrals and signposting participants to appropriate internal, community and specialist services
• Support participants to access relevant training, skills provision and qualifications that improve employability and meet employer requirements
• Maintain proactive contact with participants who miss appointments or disengage, using agreed re-engagement activity and escalation processes
• Provide appropriate pre in-work support and maintain contact with the IWS Coach after a job start to help participants sustain employment and achieve outcome milestones
• Meet and exceed individual and site key performance indicators, including engagement, progression, job starts, sustained outcomes and compliance measures
• Maintain accurate, complete and timely participant records on all required systems, ensuring evidence meets DWP, contractual and organisational audit standards
• Prepare for and positively contribute to case reviews, performance discussions, quality observations, audits and continuous improvement activity
• Work collaboratively with Employment Coaches, Team Leaders, Employer Services - Consultants and support colleagues to provide a joined-up participant journey
• Support a diverse participant group, including people with complex or multiple barriers, while promoting independence and avoiding dependency
• Identify basic skills needs, including literacy, numeracy and digital capability, and arrange appropriate support or referral
• Follow safeguarding procedures for Adults at Risk and other vulnerable groups, escalating concerns promptly and appropriately
• Comply with data protection, UK GDPR, information security, equality, diversity and inclusion, and Health and Safety requirements at all times
• Undertake any additional duties that are reasonable and consistent with the frontline Employment Coach role

Skills

Caseload management

Coaching and mentoring

IAG and guidance

Relationship building

DWP/Restart knowledge

Education

Full NVQ Level 2 (customer service / IT / admin)

GCSE English & Math

Level 2 IT qualification (EC DL)

Level 3 Information, Advice & Guidance

First Aid at Work qualification

Job description

An Employment Coach on the Restart programme will provide high-quality, personalised frontline support to a caseload of participants from a designated delivery site. The role will build effective relationships, identify and address barriers to employment, and deliver purposeful coaching and employment support that enables participants to progress into and sustain suitable work. The postholder will be accountable for participant engagement, accurate case management, contractual compliance and achievement of individual and site performance targets.

Key Responsibilities

• Manage an allocated caseload of Restart participants from a designated delivery site, maintaining regular and purposeful contact in line with contract require
• Complete effective initial assessments and ongoing reviews to understand each participant’s skills, experience, circumstances, aspirations and barriers to employment
• Co-produce and regularly update clear SMART action plans, ensuring agreed activities are relevant, measurable and focused on progression into work
• Deliver high-quality, personalised Information, Advice and Guidance (IAG) through face-to-face, telephone and remote appointments
• Use coaching techniques to build motivation, confidence, resilience, personal responsibility and positive work-related behaviours
• Provide practical employability support, including job search, applications, CV development, interview preparation and digital job-search skills
• Maintain a strong focus on job outcomes by identifying suitable vacancies and supporting participants to apply for and secure sustainable employment
• Work closely with Employer Services Consultants and colleagues to match participants to live vacancies, sector opportunities, employer events and recruitment activity
• Develop and maintain current knowledge of the local labour market, priority sectors, entry routes and employer requirements
• Identify and address barriers to employment, making timely referrals and signposting participants to appropriate internal, community and specialist services
• Support participants to access relevant training, skills provision and qualifications that improve employability and meet employer requirements
• Maintain proactive contact with participants who miss appointments or disengage, using agreed re-engagement activity and escalation processes
• Provide appropriate pre in-work support and maintain contact with the IWS Coach after a job start to help participants sustain employment and achieve outcome milestones
• Meet and exceed individual and site key performance indicators, including engagement, progression, job starts, sustained outcomes and compliance measures
• Maintain accurate, complete and timely participant records on all required systems, ensuring evidence meets DWP, contractual and organisational audit standards
• Prepare for and positively contribute to case reviews, performance discussions, quality observations, audits and continuous improvement activity
• Work collaboratively with Employment Coaches, Team Leaders, Employer Services - Consultants and support colleagues to provide a joined-up participant journey
• Support a diverse participant group, including people with complex or multiple barriers, while promoting independence and avoiding dependency
• Identify basic skills needs, including literacy, numeracy and digital capability, and arrange appropriate support or referral
• Follow safeguarding procedures for Adults at Risk and other vulnerable groups, escalating concerns promptly and appropriately
• Comply with data protection, UK GDPR, information security, equality, diversity and inclusion, and Health and Safety requirements at all times
• Undertake any additional duties that are reasonable and consistent with the frontline Employment Coach role

Key Performance Indicators

• Achievement of individual job start and sustained employment outcome targets in line with Restart contract and site expectations
• Delivery of required participant contact, appointment and engagement standards, including timely action to address non-attendance and disengagement
• Effective caseload management, with participants receiving the right level of support, review and challenge according to need and stage of journey
• Quality, relevance and timeliness of SMART action plans, progress reviews and case notes
• Accuracy, completeness and timeliness of participant records and evidence, meeting DWP, contractual and organisational audit requirements
• Participant progression into training, skills activity, employer opportunities, interviews, job starts and sustained employment
• Effective matching of participants to suitable vacancies in partnership with Employer Services Consultants and local employers
• Quality of participant experience, measured through feedback, complaints, compliments and service evaluation
• Positive performance in observations, file checks, compliance reviews and audits, with agreed improvements completed within timescale
• Contribution to site performance, team working, continuous improvement and the sharing of effective practice

Qualifications and specific training

• Full NVQ Level 2 in customer service, business administration, accounting, or IT (essential)
• GCSE (or equivalent) in English Language and Mathematics (essential)
• Level 2 IT Qualification, such as ECDL (European Computer Driving Licence) (essential)
• Level 3 Information, Advice and Guidance qualification (desirable)
• First Aid at Work Certificate (desirable)

Experience

• Experience of supporting customers, learners or participants to achieve employment, training or progression outcomes (Essential)
• Experience of managing a caseload, meeting deadlines and maintaining accurate records (Essential)
• Experience of delivering structured one-to-one support, coaching or advice (Essential)
• Experience of working to performance, quality and compliance requirements (Essential)
• Experience of delivering DWP-funded or employability provision, including Restart (Desirable)
• Experience of employer engagement, vacancy matching or recruitment support (Desirable)
• Skills for Life awareness and knowledge of the local labour market (Desirable)

Knowledge

• Barriers to employment and methods for promoting participant independence (Essential)
• Effective action planning, job search, applications, CV development and interview preparation (Essential)
• Safeguarding, equality, diversity and inclusion, data protection and information security (Essential)
• The importance of accurate evidence, case notes and contractual compliance (Essential)
• Knowledge of DWP contracts and Restart programme requirements (Desirable)
• Knowledge of local support services, training provision and referral routes (Desirable)

Skills

• Ability to build professional, purposeful relationships while maintaining clear boundaries (Essential)
• Ability to coach, motivate and appropriately challenge participants (Essential)
• Ability to manage a varied caseload and prioritise workload effectively (Essential)
• Ability to work accurately in a performance-driven and regulated environment (Essential)
• Strong written, verbal and digital communication skills (Essential)
• Ability to analyse participant needs and agree practical, outcome-focused actions (Essential)
• Ability to work effectively as part of a site team and with employer-facing colleagues (Essential)
• Ability to reflect on performance, act on feedback and improve practice (Essential)
• Proactive, resilient and accountable approach to achieving outcomes (Essential)
• Full driving licence and access to a vehicle with business insurance, where travel is required (Desirable)
• Ability to deliver support through face-to-face and remote channels (Desirable)

We welcome applications from all suitably-qualified candidates, irrespective of gender, disability, marital or parental status, ethnic or social origin, religion, belief, or sexual orientation. In addition, during the various stages of recruitment, reasonable adjustments can be taken to ensure equal opportunities for candidates with disabilities or special needs.As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy