Job purpose

This job will play a key role in contributing to the UK Government’s ‘economic recovery’ strategy announced by the Chancellor of the Exchequer on 8th July 2020.

The Restart Programme will address the barriers to gaining alternative employment with tailored support to enable individuals to achieve and sustain new employment.

Achieve targets by working alongside Employment Advisers to support individuals to enter a new suitable job.

Be a motivational support to ensure positive engagement of individuals participating with the scheme. Encourage and help individuals prepare for sustainable employment.

Role Requirements

• Meet, and strive to exceed, personal performance targets (Key Performance Indicators) whilst ensuring quality and compliance measures are met.
• Make initial outbound welcome call to engage customers following a referral to the scheme.
• Sensitively handle any customer concerns about joining the scheme or returning to work.
• Support with initial appointments and customer assessments where need to support progess on the scheme.
• Maintain accurate records within the operating system.
• Support the Employment Adviser to progress customers using a variety of appropriate strategies to help them overcome barriers to gaining employment.
• Deliver a positive experience to new customers, ensuring they engage with the Employment Adviser and the programme.
• Support the achievement of the Customer Service Standards required on the programme.
• Identify potential barriers restricting the participant moving into employment and ensure the Employment Adviser is aware in order to provide additional support and agree actions to address.

• Be competent and confident to engage with customers in a range of innovative ways, including use of modern digital technologies.
• Develop an understanding of specialist signposting services in the local area/region, building knowledge in areas such as specific disabilities, housing, benefits etc.
• Support the Employer Engagement Team with bulk vacancies and recruitment events.
• Undertake direct marketing to employers using digital media e.g. email, LinkedIn, Facebook, Twitter etc.
• Support the Employment Adviser to obtain relevant evidence requirements are met in order to verify job starts.
• Provide necessary pre employment support, e.g. travel planning, work wear etc. and maintain ongoing support to customers upon entering employment where required.
• Fully comply with company policies including those for personal data security, safeguarding and health & safety.
• Proactively participate in continuous improvement activities to ensure that the service continues to deliver excellent customer service
• Actively and positively promote Fedcap, it’s vision and values at all times.
• Promote the organisation’s values and philosophy relating particularly to ethics, integrity, corporate social responsibility, equal opportunities and diversity as referenced in company policies and standards.
• Work flexibly, which may include being based in different ‘hub’ locations when required.
• Responsibility to act on any issues of concern in relation to Safeguarding Adults and Children. This requires adhering to, and acting on, Seetec Pluss policies and procedures
• Uphold and comply with GDPR and confidentiality standards.

Fedcap 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.

Person Specification

Qualifications and Experience

Essential

• 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
• Fully IT literate in using a range of Microsoft Office programmes to include 365 products and modern digital technologies, i.e. Microsoft Teams and Skype for Business
• Experience of working in a target driven environment
• Experience of delivering services to meet contractual and quality standards
• A suitable home working environment

Desirable

• Knowledge of the employability industry
• Experience of working with people in the provision of ‘information, advice & guidance’
• Full driving licence to enable deployment across a specified geographical area (region), when required

Behaviours/Capabilities

• Excellent interpersonal skills with the ability to work independently and as part of a team
• Capability to work under pressure, without day to day supervision
• High level of initiative and motivation with the ability to seek out solutions to problems
• Confidence to challenge customers in relation to behaviors and attitudes towards gaining employment
• Ability to carry out the duties of the job with reasonable adjustments when necessary
• Capability to review evaluate success and identify areas of improvement
• Accountable for own professional development and to undertake necessary training as identified in the Performance Review process
• Prepared to work flexibly to meet the needs of the role, including any necessary travel across a regional area

Core Competencies

• Will to Succeed
• Getting things done
• Customer/Service User Focus
• Communication
• Persuading and Influencing Others
• Logical thinking