Engagement Job Coach

Serco Limited; West Midlands Combined Authority; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading service management firm in the West Midlands is looking for an Engagement Job Coach to manage customer contact activities and support participants of a job scheme. The ideal candidate should have experience in customer service, empathy, and organizational skills. Responsibilities include making outbound calls to engage participants and maintain accurate records. This full-time role offers a salary up to £29,000 and various benefits including pension and wellbeing programs.

Benefits

Competitive salary with annual reviews

Up to 6% contributory pension scheme

25 days' annual leave plus bank holidays

Employee Assistance Programme

Discounts across various retailers

Qualifications

• Demonstrate ability and experience of providing high quality customer service.
• Empathetic with a genuine passion to make a difference to customers.
• Experience working in a performance-driven environment.
• Ability to manage multiple priorities effectively.

Responsibilities

• Manage contact activities across multiple customer groups.
• Support the Warm Handover booking process.
• Re-engage disengaged Participants with the scheme.
• Maintain accurate records of all contact attempts.

Skills

Customer service experience

Empathy

Interpersonal skills

Organizational skills

Education

Previous experience in a contact or customer service center

Experience in the Employability sector

Tools

MS Word

MS Outlook

MS Excel

MS PowerPoint

Job description

Serco Limited



Engagement Job Coach





Restart – Home based





Full time – 37.5 hours per week





Salary – up to £29,000.00 per annum depending on experience, plus Serco Benefits.





Main Purpose:





To successfully manage a range of contact activities across multiple customer groups including JCP staff and scheme Participants.


Engagement Job Coaches will support the efficient Warm Handover booking process, receiving calls from JCP Work Coaches and booking appointments with Progression Job Coaches. They will also support two critical operational aims through direct contact with Participants: reducing the number of disengaged Participants on the scheme by re-engaging Participants who are not attending appointments and supporting sustainability to the Job Outcome point for Participants who are in employment by making contact with Participants in work. Contact will primarily be via telephone, although other contact channels may also be employed to maximise successful contacts.


The Engagement Job Coach will be responsible for accurate record keeping of all contact attempts and will be required to liaise closely with Progression Job Coaches to ensure seamless delivery of services to Participants between the two teams. They will be a crucial point of contact with Participants, and as such will need to be engaging and supportive in all their interactions.


The Engagement Job Coach will also be required to act proactively and decisively when in-work calls highlight a risk or issue with the Participants sustainability to the outcome point. This may involve live job searching over the phone, referral to an EEC, liaison with the Employer or any other activities which will have a positive impact on the Participants employment.





Main Accountabilities:



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Deliver personal performance targets, Key Performance Indicators & Customer Service Standards.





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To receive calls from JCP Work Coaches and book Warm Handover meetings with the appropriate provider in line with referral procedures.





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Make outbound calls to disengaged Participants, and work to re-engage these Participants with the scheme.





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Make outbound calls to in-work Participants, gain an understanding of their situation and offer advice and guidance where issues are raised.





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Form part of Serco’s ‘Rapid Response’ to Participants who have fallen out of work or are at imminent risk of falling out of work.





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Respond appropriately to inbound calls from Participants, providing the highest levels of customer service and support.





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Work collaboratively with colleagues to ensure that call-based SLA’s are maintained at all times, aligning with all AHT, availability and wrap time targets.







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Always Work within the Delivery Assurance Framework, ensuring that services delivered meet the standards required of the contract.





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Ensure that accurate and comprehensive records of all inbound and outbound contacts are maintained.





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To perform any other duties required for the post and are commensurate with the level of responsibility.







What you will need for the role:



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Demonstrate ability and experience of providing high quality customer service through previous work.





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Empathetic, with a genuine passion to make a difference to customers.





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Previous experience in a contact or customer service centre desirable.





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Previous experience in the Employability sector desirable.





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Experience of working in a performance driven environment.





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Computer literate (MS Word, Outlook, Excel, PowerPoint)





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Excellent interpersonal skills, with the ability to work effectively with colleagues from other teams.





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Ability to proactively manage multiple priorities with excellent organisation and time management skills.





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Maintains high standards of quality and accuracy, with an attention to detail.







What we offer






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Salary:Competitive salaries with annual reviews.





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Pension: Up to 6% contributory pension scheme.





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Holidays: 25days' annual leave plus bank holidays.







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Training and development:We offer a wide range of learning opportunitieswith over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.





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Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.





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Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.





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ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.





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Employee networks:Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.





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Charity:Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.