In Work Support Lead - Restart

Cardiff | Other

In Work Support Lead - Restart

Location: Cardiff

Salary: Competitive + Benefits

Hours: Full-time, Monday to Friday 09:00-17:00


Our Employment, Skills and Enterprise business provides support to citizens, from supporting the unemployed into sustainable work, to upskilling those with low or no vocational skills, so they can progress in work.


We are recruiting an In Work Support Lead to join our team in Cardiff. You will be responsible for providing effective in work support to Serco's operations team delivering Restart, as well providing support to Restart participants coming into the delivery centre and via telephone.

The In Work Support Lead will have excellent organisational skills, exceptional attention to detail, experience in providing excellent customer service and will be able to input supporting data at speed and with a high degree of accuracy.



Key Accountabilities


  • Regular agreed contact relevant to employment Build effective and positive relationships with customers, working collaboratively with them to identify the support required to enable them to remain in sustainable employment
  • Confidently explain our service offering whilst ensuring that the participant understands their rights and responsibilities whilst registering the participant in accordance to contractual obligations and eligibility criteria
  • Ensure clients have continued access to workshop/module options based on individual diagnostics and tailored support (including health, mental health, transferable skills, job searching, interview skills, functional skills, IT training and more)
  • Provide job search support ensuring that customers have an up to date and professional CV, supporting statements and covering letter, tailored appropriately for each application, including helping customers overcome potential barriers preventing them sustaining in work
  • Work in partnership with our internal National Careers Service team to ensure access to careers guidance and the business engagement team to identify career progression opportunities
  • Conduct into work meetings to ensure appropriate support is in place to support Participants to commence and sustain in work
  • Mentor participants through new employment, including providing support when needed
  • Undertake regular calls to Participants and employers when necessary to ensure retention of the Participant in work and/or in line with agreed working hours and pay
  • May require some unsociable working hours



What you need to do the role?



  • Experience of working effectively within an office-based customer service or sales environment.
  • Demonstrable experience of delivering high quality customer service
  • Experience of working in a fast paced, target orientated environment.
  • Experience of using database systems to input data accurately
  • Attentive to detail, ensuring all relevant data is captured accurately. Expert in designing training and development material across a wide range of subjects
  • Welsh Speaker - Desirable


What we offer



  • Up to 6% contributory pension scheme.
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • The chance to make a positive difference to the wider public.
  • Interesting, varied and enjoyable work.
  • A company that recognises your contribution.



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. 

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 Silver 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.


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Contract Type
Expiry Date
07/12/2023 01:32:00
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