In-work Support Advisor

4 months ago

Kilmarnock, United Kingdom The Fedcap Group Full time

Fedcap Employment (part of The Fedcap Group) is a not-for-profit organisation delivering employability solutions across a range of UK contracts through a blend of local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities as we tackle unemployment rates head on.

As an In-Work Support Adviser you will be providing appropriate support and guidance to a caseload of participants resulting in as many as possible achieving appropriate, long term, sustainable employment.

**This is an office based position with a salary of £23,535.**

**Key Responsibilities**:

- Managing a caseload of participants in employment to ensure appropriate and effective contractual activity is undertaken by all participants, according to their needs to maximise their long-term sustainability
- If you establish the participant has fallen out of work, you need to contact their employment adviser to schedule and appointment
- Addressing participants personal constraints during employment, providing challenge, advice, and guidance where appropriate to ensure they have the necessary support, skills, and confidence to continue in employment
- Understanding the benefits culture and know how you can best provide advice, guidance, and signposting to effectively support
- Liaising effectively with local operational teams in relevant locations regarding participants who cease employment
- Developing relationships and networks with key stakeholders, both internal, external, and funding providers to ensure smooth operation of all processes
- Observing and adhering to our customer service standards so that all participants are provided with the same high standard of service, that maximises their chances of achieving sustainable employment
- Maintaining participant records to a required quality standard to ensure the participant journey is documented in accordance with our quality standards and contractual requirements
- Carrying out any other duties in line with delivery programme requirements

**Person Specification**:
**Can you embrace our company values which are Kindness, Respect, Integrity, and Innovation?**

**Experience, Knowledge and Qualifications**
- The ability to develop and maintain key stakeholder relationships
- Excellent telephone manner and experience in providing telephone customer service
- Excellent customer service skills, driven by supporting and progressing participants into employment
- Experience of working in a customer focused, high paced results driven environment
- The ability to build rapport and work effectively with challenging individuals remotely
- Experience of appropriate IT systems
- An understanding of in-work benefits and where advice and support can be found
- Knowledge and experience of the employability sector and local labour market is desirable but not essential

**Key Competencies**:

- Adaptability
- Results focused
- Customer centric
- Rapport building
- Resilience
- Quality & compliance.

**What else can we offer you?**
- You won’t work on weekends or bank holidays
- A monthly benefits scheme worth £500 with access to over 900 retailers
- A cycle to work scheme that is open all year long
- Laptop and mobile phone for every employee
- Employee assistance programme (EAP). A telephone service offering various support services including emotional support, stress helpline amongst others.
- The opportunity of an Institute of Employability Professionals (IEP) qualification for all employees
- A two-week Induction and training programme
- Company annual leave, including a buy/sell scheme
- Free life cover
- Pension with a 4% match from Fedcap

**Additional information**

**Equality, Diversity, and Inclusion**

**Disability confident employer**

**Veterans and service personnel**

Fedcap is positive about employing veterans and service personnel spouses or family members as part of our commitment to upholding principles of the Armed Forces Covenant.

**Mission**:To create opportunities for people by designing and delivering innovative, sustainable solutions and creating measurable changes for those who are socially disadvantaged.

Fedcap Employment and Fedcap Employment Scotland delivers employability solutions across the UK to build communities through a blend of local frontline professional teams and like-minded supply chain partners, using innovative and tested ideas developed both locally and internationally.

Our service is designed to give each individual the best opportunity according to his/her abilities and needs. Our programs provide targeted employment supports to a range of underserved groups, including single parents, people who were previously incarcerated and individuals with health, mental health and/or substance use conditions.

Fedcap Employment and Fedcap Employment Scotland joined The Fedcap Group in 2018.

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