Seetec

Customer Experience Adviser

Seetec

full-time

Posted on:

Location Type: Office

Location: Penzance • United Kingdom

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Salary

💰 £27,000 per year

About the role

  • Promote the Employability programme positively to ensure potential participants have full understanding of the programme and its benefit to them
  • Act as first point of contact for customer enquiries, both by telephone and face-to-face, delivering a professional and welcoming service.
  • Support Employment Advisers during periods of annual leave, including covering stakeholder meetings and ensuring continuity of service for participants.
  • Meet, and strive to exceed personal performance targets (Key Performance) Indicators and Customer Service Standards whilst ensuring quality and compliance standards are achieved.
  • Conduct welcome/introduction meetings for small groups or individuals (mandatory and voluntary), either face to face or via phone or video call, gathering identification evidence and completing all necessary start administration requirements for DWP
  • Working with the operational colleagues to facilitate the smooth transition from ’warm handover’ stage to programme start
  • Complete the pre-referral process (warm handover meeting) including checking suitability for the programme and liaise with Job Centre staff for referral sign-off
  • Undertake initial assessments with customers, identifying potential barriers restricting the Participant moving into employment, update records and book them onto follow-up meetings with their designated Employment Adviser.
  • Organise and undertake job search/job club activity on a 1-2-1 or group basis for example, preparing CV’s, support with applications, promoting relevant job opportunities to customers, Reverse Marketing of Participants to employers etc.
  • Provide regular reviews and ad-hoc support and advice to enable Participants to maintain employment-by ensuring effective and quality support is provided within the workplace.
  • Work collaboratively with Employment Advisors to ensure that in-work plans are in place and undertaken, reviewing the achievement of SMART development targets.
  • Develop an understanding of specialist signposting services in the local area/region, building knowledge in areas such as specific disabilities, housing, benefits etc.
  • Source suitable job opportunities within the local labour market and support the Employer Engagement Team with recruitment events and bulk vacancy campaigns
  • Undertake direct marketing to employers using digital media e.g. email, LinkedIn, Facebook, X etc.
  • Provide necessary pre-employment support, e.g. travel planning, work wear etc. and maintain ongoing support to Participants upon entering employment where required.
  • Support with Exit Reports as Participants leave the programme.
  • Proactively participate in continuous improvement activities to ensure that the service continues to deliver excellent customer service
  • Maintain updated knowledge on all of Restart’s specific services in order to provide the best possible service to participants
  • Obtain necessary information from participants to follow prescribed process and a bespoke participant journey, documenting important information for future reference
  • Collect and record feedback and information and share with appropriate departments and team members
  • Manage office supplies, including placing and monitoring stationery orders to maintain adequate stock levels.
  • Maintain and update notice boards, ensuring information is accurate, accessible, and up to date.
  • Ensure the office environment remains tidy, professional, and welcoming.
  • Handling petty cash payments to customers and accurate recording these payments to customers files and finance records
  • Support colleagues and management with ad hoc administrative tasks to meet business needs.

Requirements

  • Positive, service-oriented attitude with proven experience in a customer service-related role
  • Ability to build, foster and maintain positive relationships with all contact points, ensuring the best possible experience, even with challenging customer conversations
  • IT literate with familiarity of MS Office products and modern digital technologies, i.e. Microsoft Teams
  • Ability to thrive in a fast-paced and sometimes high-pressure environment
  • Willingness to work without direct supervision or as part of a team
  • Proven experience in administrative roles, ideally within employability, recruitment, or HR.
  • Strong attention to detail and ability to manage multiple tasks simultaneously.
  • Excellent communication and interpersonal skills.
  • A good working knowledge of the local labour market in the specified geographical locations
  • GCSE or equivalent in English and Math’s at Grade C or above
  • Experience of working in a target driven environment
  • Experience of delivering services to meet contractual and quality standards
Benefits
  • 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
  • 2 Volunteer Days
  • Company Pension Scheme - 5% Employee 5% Employer
  • Health Insurance Allowance
  • Employer Paid Healthcare Cash Plan, incl. 3 x salary life assurance
  • Annual Pay Review
  • Enhanced Maternity/Adoption and Paternity Pay Arrangements
  • Free access to BenefitHub – an online portal with access to a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets
  • Refer a Friend Scheme
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
administrative skillscustomer service skillsjob search supportinitial assessmentsCV preparationdigital marketingdata recordingfeedback collectionperformance targetscompliance standards
Soft Skills
positive attituderelationship buildingcommunication skillsinterpersonal skillsattention to detailmultitaskingteamworkindependenceproblem-solvingadaptability
Certifications
GCSE in EnglishGCSE in Math