Customer Contact Centre Advisor

Seetec Pluss is one of the UK's leading providers of employability and health services, supporting thousands of people to move into employment each year.
Join our team as a Customer Contact Centre Advisor who is the first point of contact with potential programme participants who have been referred to us by Job Centre Plus. The initial call with a potential participant will be a three-way "warm handover" with the Advisor, the potential participant and a JCP Work Coach.
Our ideal candidate will have proven experience in a customer service-related role as well as have the ability to thrive in a fast-paced and sometimes high-pressure environment.
Join us and be proud to help our communities and be part of the recovery ensuring no one is left behind.
Key Responsibilities
* Complete the pre-referral process (warm handover telephone call) including checking suitability for the programme and liaise with Job Centre staff for referral sign-off.
* Maintain updated knowledge on all of Restart's specific services in order to provide the best possible service to participants.
* Handle inbound/outbound phone calls and respond to other message types as required (email, SMS, etc).
* Obtain and record necessary information from participants to follow prescribed process and a bespoke participant journey.
* To handle personal data in accordance with the organisation's data protection policy.
* Adhere to the company's policies and procedures always, including Safeguarding, Equal Opportunities, Quality, Health and Safety and IT.
* To undertake any other duties, as required, appropriate to the post.
Skills and Experience
Essential
* Positive, patient and persuasive with proven experience in a customer service-related role.
* Experienced working in a customer face environment or telephony centre.
* IT literate with familiarity in using a MS Office products and modern digital technologies, i.e. Microsoft Teams.
* Excellent keyboard skills.
* Ability to thrive in a fast-paced and sometimes high-pressure environment.
* Willingness to work without direct supervision or as part of a team.
Desirable
* An understanding of the barriers unemployed job seekers face in obtaining a new job.
* Experience of working in a high-performance culture.
* Experience of delivering services to specific quality standards.
Additional Information
Salary: GBP19,544 per annum
Location: Exeter
Hours: 37 hrs (full time) Staggered shifts between 8.00am and 6.00pm Monday to Friday.
Closing Date: 16th March 2022 (Rolling campaign due to high volume of activity)
Benefits: 25 days annual leave + bank holidays + Birthday day off, Pension, Competitive Salary, optional discounted Medical and Health Cash Plans, Employee Assistance Programme, Cycle to work scheme, Eye care scheme, Access to wide range of local and national discounts.
In light of Covid-19 Interviews will be undertaken via Microsoft Teams. Following recent developments from COVID 19 you may see a delay in receiving feedback or interviews being scheduled.
Unfortunately, we have no control over time restraints and will be in touch as soon as possible.
Seetec Pluss 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 Pluss support the recruitment of ex- offenders and will not discriminate in anyway. Our full policy statement of "Ex-Offenders" can be found on our website under" About us"
Seetec Pluss 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