Engagement Advisor

Ingeus UK Ltd; Birmingham; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

EAP Support programme

Private medical insurance

Volunteer days

Eyecare vouchers

Online Shopping discounts

Cycle to Work scheme

Long service awards

Salary Finance

Extra benefits (other)

Job summary

Ingeus UK, based in Birmingham, is hiring an Engagement Advisor to support the Restart programme from the Birmingham office. You will be the first point of contact for participants, working with JCP Work Coaches to promote the programme and personalise the initial meeting to boost attendance.

The role requires handling inquiries, building relationships with JCP, achieving targets, and ensuring timely, compliant documentation.

Qualifications

• Experience in a very fast paced environment.
• Experience of working within a Contact Centre.
• Performance target-driven experience.
• Strong communication and persuasion skills.
• Flexible and creative problem-solving abilities.

Responsibilities

• Meet and exceed set targets, KPI’s and Customer Service Standards.
• Build and maintain effective working relationships with contacts at JCP, providing MI.
• Promote the Restart Programme to participants, JCP Work Coaches and stakeholders.
• Be the first point of contact for high inbound enquiries with first call resolution.
• Collaborate with Employment Advisors to ensure timely participant information and warm handovers.
• Handle participant concerns about joining the programme with sensitivity.
• Ensure written correspondence from participants is timely and accurate.
• Maintain documentation relating to participants in a timely and respectful manner.
• Make outbound calls to promote attendance and chase non-attendance.
• Issue contractual documentation to participants accurately and timely.

Skills

Fast-paced environment

Contact Centre experience

Performance targets

Strong communication

Problem solving

Job description

Engagement Advisor

Salary: £27,475 per annum & Company Benefits

Location: Birmingham Office 154 Charles Street Queensway B3 £HN

Contract: Permanent

Hours: Monday - Friday 09.00 -17.00pm 37.5per week

Are you ready to make a difference in people's lives and ignite their journey back into the workforce? We are looking for passionate individuals to join our team in the pivotal role of EngagementAdvisor.

We are at the forefront of the Restart program, a mandatory DWP initiative designed to empower individuals who have been out of work for at least 12 months. Our mission is to provide tailored support, reigniting participant engagement and guiding them towards sustainable employment aligned with their skills and aspirations.

What you will be doing:

Our Engagement Advisor will be the first point of contact with participants during the Warm Handover. They will work with the Job Centre Plus (JCP) Work Coaches to promote the value of the programme and engage the participant in the programme and collect any relevant information which will allow our Employment Advisors to personalise the Initial Face to Face Meeting and encourage attendance at the appointment.

• Meet and exceed set targets, KPI’s and Customer Service Standards, which are centred around the following duties:
• Build and maintain effective working relationships with contacts at JCP, providing relevant Management Information to support their monitoring of both flow and suitability of participants.
• Effectively engage Participants onto the Restart Programme through promotion of the programme in a relevant, personalised and appropriate way to participants, JCP Work Coaches and other stakeholders
• Be the first point of contact for high levels of inbound enquires using a first call resolution approach.
• Effectively collaborate with the Employment Advisors to ensure all participant information is provided in a timely manner and work cohesively to ensure a warm handover with JCP.
• Sensitively handle participant concerns about joining an employment programme or returning to work, and their personal circumstances and potential barriers.
• Ensuring all written correspondence from participants via email, isresponded to in a timely and accurate manner, in line with the agreed service level.
• Ensure that all documentation relating to participants is completed and maintained in an accurate, timely and respectful manner.
• To make outbound calls to participants to promote attendance at appointments and chase non-attendance
• Issue all contractual documentation to participants in an accurate, compliant and timely manner in line with customer service standards.

Company Description

Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

Qualifications

Competencies & Qualifications

• Experienced in as very fast paced environment
• Experience of working within a Contact Centre
• Performance target-driven experience.
• Strong communication and persuasion skills.
• Flexible and creative problem-solving abilities.

Additional Information

. At Ingeus, we’ve spent time listening to our employees to build our benefits package;

• 25 days of annual leave plus bank holidays, with the option to trade for additional leave.
• EAP Support programme available 24/7, including 6 free counselling sessions.
• Private medical insurance and life assurance.
• Up to 2 days of Community Giving (volunteering) each year to support a cause that matters to you.
• Eyecare vouchers to help with glasses or eye care.
• Online Shopping discounts
• Cycle to Work scheme and travel season ticket loan.
• Long service awards to celebrate your commitment.
• Salary Finance offering financial education and advice.
• The opportunity to purchase extra benefits like critical illness cover and dental insurance.

At Ingeus, our culture is built on treating everyone with dignity, ensuring every individual feels valued, respected and recognised for their contribution.

As a Disability Confident Employer, we understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else, we’re here to listen and work with you to find the best approach. Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us to discuss how we can support you.

Please note, we may shortlist and conduct interviews before the closing date and we may close this role early if we receive enough applications.