Customer Support Rapid Response Adviser

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Interact with customers referred to the Restart Scheme who are not attending required appointments.

• Recognize and address barriers to attendance, promoting customer re-engagement with the programme.

• Determine when to initiate formal compliance processes for customers who cannot be re-engaged.

• Collaborate with the Customer Administration Team to ensure compliance processes are completed accurately and efficiently.

• Manage and ensure compliance for VEX vouchers, including issuing vouchers when financial support needs are identified.

• Handle a high-volume caseload while ensuring accuracy and adherence to compliance standards.

• Utilize outbound calls, emails, and SMS to connect with disengaged participants.

• Accurately identify and apply mandation, UCD603, and UC78e processes.

• Provide valuable insights to operational colleagues for a comprehensive and collaborative approach.

• Gather, document, and disseminate feedback and information to relevant departments and team members.

• Meet personal performance targets and relevant KPIs.

• Establish rapport with all contacts, delivering the best possible experience during difficult customer interactions.

• Serve as a positive ambassador for Restart and Seetec.

⛳️ Requirements

• Positive, service-oriented mindset with a minimum of one year’s experience in a customer service or employability-focused operational role.

• Excellent relationship-building abilities, with the capacity to develop and maintain positive working relationships.

• Proficient in IT, with experience using Microsoft Office applications, Microsoft Teams, and customer databases/systems.

• Resilient and adaptable, with the confidence to perform effectively in a fast-paced and occasionally high-pressure environment.

• Self-driven, with the ability to work independently and collaboratively within a team.

• Experienced in managing high-volume caseloads while maintaining precision and attention to detail.

• Dedicated to consistently meeting quality and compliance standards.

• Awareness of the challenges individuals may encounter when transitioning into employment.

• Background in working within a fast-paced, performance-focused environment.

• Knowledge of delivering services in accordance with defined quality standards and compliance requirements.

• Capability to work from one of the Hubs or remotely within a commutable distance of the Exeter hub.

🏝️ Benefits

• 25 days annual leave + Bank Holidays + Birthday Day off (with the option to purchase additional days)

• 2 Volunteer Days

• Company Pension Scheme - 5% Employee and 5% Employer contributions

• Health Insurance Allowance

• Employer-paid Healthcare Cash Plan, including 3 x salary life assurance

• Annual Pay Review

• Enhanced Maternity/Adoption and Paternity Pay Arrangements

• Complimentary access to BenefitHub – an online portal offering a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, and Tax Saver Commuter Tickets

• Refer a Friend Scheme

• Employee-owned organization

• Remote service with the option for homeworking