Formed in 1998 as part of the Reed group, Reed in Partnership is a public service provider. Our mission is to deliver services that positively transform people and their communities. We support individuals, businesses and families to prosper - often under challenging circumstances. Starting with one office delivering employment support in Hackney, we have grown our business to deliver a range of services - from National Citizen Service for young people, to health and employment support across the UK.
The Customer Service Adviser (CSA) is responsible for providing a first-class personalised service to our participants across a variety of Reed in Partnership programmes. The role will be part of a small team (10 -12 CSAs) based in Liverpool. The Customer Service Adviser will act as the first point of contact for participants referred by Jobcentre Plus to our Working Ways (IPES) programme, carrying out 3-way 'warm handover' calls with the participant and their JCP Work Coach. The Customer Service Adviser will also play a pivotal role in supporting participants on our JETS, Better Working Futures and Restart Scheme contracts who have become self employed, providing in-work support and gathering evidence of trading to support job outcome claims. The information below describes your key responsibilities. This is not intended to be an exhaustive list and as such you will be expected to carry out any other duties that may be specified by your Line Manager from time to time. This job description is non-contractual. Reed in Partnership requires the full commitment and cooperation of its employees to strictly adhere to company policies and procedures, which includes quality standards(2), data protection(3), health and safety(4), diversity(5) and safeguarding(6).
Customer Service The Customer Service Adviser is the first point of contact when engaging with Reed in Partnership and therefore we expect Customer Service Advisers to demonstrate consistently high levels of customer service when communicating with potential participants. • Managing inbound calls from Jobcentre Plus Work Coaches. • Initiating outbound support calls to participants who have become self employed. • Ensuring effective communication between potential participants and Reed in Partnership services at all times. • Utilising systems and tools in a timely and effective manner to ensure that once booked in for an appointment, participants receive booking confirmations and reminder communications. • Ensuring prompt and effective contact and responses to Reed in Partnership staff and external organisations when requested. • Ensuring all expressions of interest are promptly responded to in line with key KPIs. Attention to Detail and Data Capture The Customer Service Adviser is expected to record potential participant data and communications in order to ensure the participant is referred to a programme in their area for which they meet the eligibility criteria. • Build and maintain knowledge and understanding of the eligibility criteria of all of our programmes and obtain the level of information required from potential participants to verify that they can access our support. • Accurately capturing all required participant data and maintaining excellent data integrity at all times. • Updating daily records on call and or web-based activity, outcomes and any other performance metrics as specified by your Line Manager. Evidencing the achievement of daily, weekly and monthly performance and productivity targets. • Ensuring that during and after calls/web chats all relevant systems are promptly updated. Engagement and Assessment of Customer Needs The Customer Service Adviser is expected to positively engage with potential participants to effectively assess their eligibility for our IPES/ Working Ways programme and sell the benefits encouraging them to join the scheme. • Providing outstanding customer service to all potential participants including introducing themselves and the business in a professional way. • Explaining in detail the Programme that the potential participant would be eligible for and the service that can expect to receive. • Managing potential participant expectations through detailing support available and to achieve buy-in to the Reed in Partnership programme. • Using effective engagement techniques to gain interest and buy in from potential participants. Office Support and Administration The Customer Service Adviser is expected to consistently and accurately maintain all administrative electronic files in relation to participants. • Build and maintain positive working relationships with key operations colleagues to ensure data and information is passed on in a timely manner. • Engage with participants who have failed to attend and ensuring appointments are being booked appropriately. • Providing administration input for the team including accurate data management, documenting telephone calls, maintaining records and managing incoming and outgoing mail. • Any ad hoc duties as required by the business. Quality and Continuous Improvement The Customer Service Adviser will be responsible for contributing towards the continuous improvement of the team through continually monitoring their own quality outputs. • Constant review and improvement of current operational systems and contact centre technology, feeding back ideas to your line manager, in the first instance. • Sharing best practice with other colleagues relating to performance optimisation across the business. • Promoting a high quality, accuracy and right first-time ethos within the team at all times.
Skills & experience
Required Education Attainments · Level 3 or higher qualification · GCSE’s (grade B in English Language) or Level 2 equivalent or be able to demonstrate through literacy test that they are currently operating at Level 2. Required Knowledge & Skills Attainments · 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 past, target orientated environment. · Experience of using contact centre technology and systems. Desirable Attainments · Experience of working in a call centre environment. SELECTION CRITERIA Essential Criteria · Excellent customer service skills. · Strong verbal and written communication skills. · Good influencing skills. · Highly organised with an ability to work to set targets. · Ability to follow processes. · Attentive to detail, ensuring all relevant data is captured accurately.
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About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident