[Hiring] Customer Support Rapid Response Adviser @Seetec

Role Description

Looking for a rewarding customer service role? Join our Rapid Response Team as an Engagement Advisor and make a real difference every day.

The purpose of this role is to engage with customers who have been referred to the Restart Scheme but are not attending their mandatory appointments. You will work closely with these individuals to understand and overcome any barriers to attendance, support their re-engagement with the programme, and help them progress towards sustainable employment.

• Identify when formal compliance processes need to be initiated for customers who cannot be successfully re-engaged.
• Work closely with the Customer Administration Team to ensure compliance processes are completed accurately and efficiently.
• Administer and ensure compliance of VEX vouchers, processing them accurately and in accordance with relevant standards.
• Manage a high-volume caseload while maintaining exceptional attention to detail and adherence to compliance requirements.
• Engage positively with customers and colleagues, demonstrating excellent communication and relationship-building skills.
• Be a positive ambassador for Restart and Seetec.

Qualifications

• Positive, service-oriented attitude with at least one year’s experience in a customer service or employability-focused operational role.
• Strong relationship-building skills, with the ability to develop and maintain positive working relationships.
• IT literate, 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 sometimes high-pressure environment.
• Self-motivated, with the flexibility to work independently and collaboratively as part of a team.
• Skilled in managing high-volume caseloads while maintaining accuracy and attention to detail.
• Committed to consistently meeting quality and compliance standards.

Requirements

• Correct identification and implementation of mandation, UCD603, and UC78e processes.
• Work closely with operational colleagues to provide useful intelligence for a holistic approach to participants.
• Collect and record feedback and information to share with appropriate departments and team members.
• Administer the issuing of VEX Vouchers to support participants with identified financial support needs.
• Ensure full compliance during the issuing process of VEX.
• Achieve personal performance targets (Key Performance Indicators) relevant to the role.
• Build rapport with all contact points, ensuring the best possible experience, even with challenging customer conversations.

Benefits

• Competitive salary range: £27,000 p.a. (dependent on experience).
• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days).
• 2 Volunteer Days.
• Company Pension Scheme - 5% Employee, 5% Employer.
• Health Insurance Allowance.
• Employer Paid Healthcare Cash Plan, including 3 x salary life assurance.
• Annual Pay Review.
• Enhanced Maternity/Adoption and Paternity Pay Arrangements.
• Free access to BenefitHub – an online portal with access to a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets.
• Refer a Friend Scheme.

Company Description

Seetec Group is an employee-owned organisation and we continually pride ourselves on our sense of community, both in the incredible work we do throughout the UK and Ireland, and internally with our Employee Owners. People are at the front, centre, and heart of every service we provide and each decision we make.

Seetec is one of the UK’s leading providers of employability and health services, supporting thousands of people to move into employment each year. Committed to empowering people to better their lives, Seetec supports individuals from all walks of life to enter and progress in the world of work.

Seetec 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.