Provide appropriate support, challenge and guidance to suitable participants so as many as possible volunteer to join the programme and ultimately secure appropriate, long term, sustainable outcomes.
PRINCIPAL ACCOUNTABILITIES / KEY RESULT AREAS
1. Manage a caseload of customers to ensure appropriate and effective contractual activity is undertaken by all customers according to their level of job readiness.
2. Deliver performance against agreed participant referral targets, service and quality KPI’s.
3. To build strong relationships with local Job Centres, referral agencies and the local community to create a referral path to your programme
4. Address customer's personal constraints to employment, providing challenge, advice and guidance where appropriate to develop customer's capability in the referral process ensuring they have the necessary skills and confidence to secure employment.
5. Identify, structure and recommend vacancy and training solutions, working in close consultation with EST Consultants and Tutors, to meet the specific needs of customers and employers.
6. Observe and adhere to our customer service standards so that all customers are provided with the same high standard of service that maximises their chances of securing sustainable employment.
7. Maintain IT files and customer records to a required quality standard to ensure the customer journey is documented in accordance with our quality standards.
8. Ensure compliance with our company policies (including Health & Safety, Safeguarding and Data Security) so customers and colleagues are protected at all times.
KNOWLEDGE AND EXPERIENCE
· A good standard of general education and experience of the world of work
· Experience of working in a customer focused, results driven environment
· The ability to build rapport and work effectively with challenging individuals
· Experience of appropriate IT systems.
· Experience of Networking with external agencies.
· Level 3 qualification or working towards the equivalent in Information & Guidance
A good standard of general education and experience of the world of work