Engagement Job Coach - Home based

Engagement Job Coach

Restart - Home based

Full time - 37.5 hours per week

Salary - up to £29,000.00 per annum depending on experience, plus Serco Benefits.

Main Purpose:

To successfully manage a range of contact activities across multiple customer groups including JCP staff and scheme Participants.

Engagement Job Coaches will support the efficient Warm Handover booking process, receiving calls from JCP Work Coaches and booking appointments with Progression Job Coaches. They will also support two critical operational aims through direct contact with Participants: reducing the number of disengaged Participants on the scheme by re-engaging Participants who are not attending appointments and supporting sustainability to the Job Outcome point for Participants who are in employment by making contact with Participants in work. Contact will primarily be via telephone, although other contact channels may also be employed to maximise successful contacts.

The Engagement Job Coach will be responsible for accurate record keeping of all contact attempts and will be required to liaise closely with Progression Job Coaches to ensure seamless delivery of services to Participants between the two teams. They will be a crucial point of contact with Participants, and as such will need to be engaging and supportive in all their interactions.

The Engagement Job Coach will also be required to act proactively and decisively when in-work calls highlight a risk or issue with the Participants sustainability to the outcome point. This may involve live job searching over the phone, referral to an EEC, liaison with the Employer or any other activities which will have a positive impact on the Participants employment.

Main Accountabilities: 

• Deliver personal performance targets, Key Performance Indicators & Customer Service Standards.
• To receive calls from JCP Work Coaches and book Warm Handover meetings with the appropriate provider in line with referral procedures.
• Make outbound calls to disengaged Participants, and work to re-engage these Participants with the scheme.
• Make outbound calls to in-work Participants, gain an understanding of their situation and offer advice and guidance where issues are raised.
• Form part of Serco's 'Rapid Response' to Participants who have fallen out of work or are at imminent risk of falling out of work.
• Respond appropriately to inbound calls from Participants, providing the highest levels of customer service and support.
• Work collaboratively with colleagues to ensure that call-based SLA's are maintained at all times, aligning with all AHT, availability and wrap time targets.
• Always Work within the Delivery Assurance Framework, ensuring that services delivered meet the standards required of the contract.
• Ensure that accurate and comprehensive records of all inbound and outbound contacts are maintained.
• To perform any other duties required for the post and are commensurate with the level of responsibility.

What you will need for the role:

• Demonstrate ability and experience of providing high quality customer service through previous work.
• Empathetic, with a genuine passion to make a difference to customers.
• Previous experience in a contact or customer service centre desirable.
• Previous experience in the Employability sector desirable.
• Experience of working in a performance driven environment.
• Computer literate (MS Word, Outlook, Excel, PowerPoint)
• Excellent interpersonal skills, with the ability to work effectively with colleagues from other teams.
• Ability to proactively manage multiple priorities with excellent organisation and time management skills.
• Maintains high standards of quality and accuracy, with an attention to detail.

What we offer 

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.