Programme Support Adviser

80 Reed in Partnership Ltd; United Kingdom; On-site; GBP 26,000 - 28,000; Part time

Benefits offered by this job

25 days annual leave (pro-rata)

Reed Pension Scheme

Management & Leadership training

Development funds

Bi-annual pay reviews

Job summary

Reed in Partnership Ltd is recruiting a Programme Support Adviser for Reed Wellbeing. The role is a 3-month FTC Part Time, with various shifts including evenings and weekends.

You will deliver high-quality customer service, manage participant referrals, and ensure attendance is secured across preventative health services. The role requires strong data accuracy, good communication, and experience with CRM systems.

Qualifications

• Experience in delivering high quality customer service in a fast-paced setting.
• Ability to book participants onto services and manage attendance.
• Proficient in using CRM/database systems to input and cleanse data.
• Strong verbal communication and influencing skills.
• Ability to follow processes and maintain accurate records.

Responsibilities

• Provide first-class personalised service to participants across Reed Wellbeing programmes.
• Assess eligibility and triage referrals to appropriate services.
• Sign post participants to relevant Reed Wellbeing services and secure attendance.
• Record all data accurately in accordance with service obligations.

Skills

customer service

office-based

data entry

communication skills

attention to detail

Education

5 GCSEs A-C

GCSE English Grade B

Tools

CRM system

database systems

Job description

Reed in Partnership has been delivering public services since 1998. We are a British, family-owned company, whose mission has always been to positively transform people and their communities. This is reflected in our services, which we deliver to help people from all backgrounds and circumstances to change their lives for the better.

Pay Range £26,300 to £28,000

Job Description

Have you got experience of delivering outstanding customer service in a fast-paced environment? Would you like to be part of the journey helping to improve individual’s health and wellbeing? Consider the role of a Programme Support Adviser at Reed Wellbeing! Internal applications for this role close on Tuesday 3rd November. Please note the role is a 3- month FTC Part Time position. We have different shifts available covering evening, weekend and weekday hours which will be discussed with your recruiter. Please Note, these roles are expressions of interest only at this point. We are currently working on a number of exciting opportunities within this area and are looking to build a pipeline of talent to allow us to work quickly upon contract award. We will be in a position to be able to begin the formal recruitment process in the coming weeks and we will be in touch to discuss the next steps of your expression of interest as soon as possible.

What is the role about?

The Programme Support Adviser is responsible for providing a first-class personalised service to our participants across a variety of Reed Wellbeing programmes. The Programme Support Adviser will work within our Programme Support team, a team which acts as the first point of contact for participants referred to our preventative health services. The Programme Support Adviser will play a pivotal role in assessing the eligibility and suitability of participant referrals to our services and triaging them accordingly. Once a participant’s eligibility and suitability is assessed, this role’s primary responsibility it to ensure that participants are sign posted to the relevant Reed Wellbeing services and their attendance is secured and recorded centrally. The Programme Support Adviser will ensure that all administration, including any specific KPI’s, quality standards and all data recorded, is captured in accordance with the service’s obligations. Just some of your day-to-day responsibilities will include To deliver consistently high levels of customer service when communicating with participants on inbound and outbound calls. Booking participants on to relevant Reed Wellbeing preventative health services, rearranging participant attendance and actively seeking re-engagement should participants fail to attend scheduled sessions. Ensuring information provided on all calls is accurate and relevant systems are promptly responded to. Rectify any inaccuracies that have been inputted on the CRM system in a data cleanse activity. Utilise a variety of triage assessment tools to establish whether a participant is both eligible for and ready to engage with our services, based upon contractual and service delivery requirements. Ensuring that all administration, including any specific KPI’s, quality standards and all data recorded, is captured in accordance with the service obligations.

What’s in it for you?

Alongside a generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development and progression opportunities. You will have access to the range of Reed in Partnership benefits, which include:

• 25 days annual leave (pro-rata for part time) plus statutory bank holidays
• Reed Pension Scheme
• Award Winning Management & Leadership training
• Professional & Personal Development Funds
• Bi-annual pay reviews
• Plus much more

To be successful in this role, we are looking for someone with Essential: Experience of working effectively within an office-based customer service or sales environment. Demonstrable experience of delivering high quality customer service Experience of working in a fast paced, target orientated environment. Experience of using database systems to input data accurately Strong verbal communication skills and good influencing skills. Ability to follow processes Attentive to detail, ensuring all relevant data is captured accurately. A minimum of 5 GCSE’s (grade A-C, including Maths) or equivalent. GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification) OR achievement of a Level 2 in Literacy Assessment at interview stage. Desirable Experience of working in a call centre environment Fluency in community languages. Community languages may include Cantonese, Mandarin, Hindi, Urdu, Punjabi, Somali, Vietnamese, Dari, Yoruba, Turkish, French, Spanish, Albanian, Arabic, Bengali, Farsi, Guajarati, Polish, Serbian and Greek (dependant on which service the Programme Support Adviser is supporting)

We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity. We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

We think this makes us unique compared to a lot of other companies. It is fundamental to the way our workplaces operate, the decisions we make and how we treat each other. Our workplaces have been recognised for multiple awards. Most recently we were really proud to be presented with three UK Employee Experience Awards in 2022: Gold for Best Talent Management Programme, Silver for Diversity and Inclusion and Bronze for Best Large Company to Work For. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

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