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Engagement and Experience Officer

4 months ago

Gainsborough, United Kingdom Acis Group Full time

Job Advert

**Who are Acis Group?**

We began as a social landlord providing homes in West Lindsey over 25 years ago and have continue to grow to meet the needs of the customers we serve. Now we provide over 7,000 affordable homes across the East Midlands, Yorkshire and the Humber, deliver education and employment services to over 5,000 people every year through our four learning hubs stretching from Gainsborough to Mablethorpe and offer wider student and accommodation services to over 1,000 students each year in partnership with Universities in Nottingham and Sheffield. We support people with different services when they need us - offering different homes that meet different needs - including ones for affordable rent, Shared Ownership, people aged 55 and over, supported housing and homes for sale. We offer everything from entry level to higher level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential through our community enterprise’s Riverside Training and CLIP. Our accommodation services for students give people a safe home away from home which offers a safe affordable room with on-site wellbeing, support and events to help them thrive.

**Your role is all about helping people see the possibilities, engaging them to sign up to our services that could help them succeed. You’re the face of the service, a true salesperson at heart, who’s a people person and loves interacting with people in any way. The more you put in the more you get out.**

**As an engagement and experience officer, a typical day might include**:

- Working with local groups, organisations, partners including universities and support services and internal teams to identify and recruit new people to our services.
- Organising and attending events to promote our services and engage new people.
- Identify and coordinate new routes to market likely to lead to increased engagement and participant numbers. - Leading and organising events, workshops, open days, welcome days, drop-ins and activities to increase opportunities to build our customer experience, attract sign-ups and access our wider services. - Proactively promote and market our services to ensure people know what we offer, how they can sign up and what they can expect, including management of hub based social channels and local marketing initiatives. - Following up any interest to convert to sales of sign ups and bookings. - Carrying out the full sign-up process, including eligibility checks, payments, enrollments and bookings, supporting them until their first day.
- Undertake initial assessments with all our customers to ensure we support them appropriately.
- Provide a clear overview of support needs as part of our warm handover to our wider teams for their continued support
- Ensuring the hub is buzzing with activity - leading the customer service excellence on site through hub site management, general site-based administration and preparation for activities every day. The hub should be a welcoming safe space for everyone at all times.
- Chasing of any debt, as required, supporting customers to budget as required.
- Carrying out follow up satisfaction calls, progression calls, and re-sales for our services - ensuring people are offered what we feel is appropriate to them shouting about our successes and sharing news.
- Undertake role of exams officer when required.
- Following up on enquiries, checking in to ensure satisfaction, and supporting when it is not achieved.
- Working as part of the wider engagement team to ensure cover at events, all hubs and activities as required.

**What looks good to us**:

- Outcome star training undertaken
- First aid trained
- MHFA trained
- General awareness of health and safety and building management
- Are comfortable with, and can engage with people both 1-2-1 and in groups
- Experience of organizing events and knowledge of the basics of sales and marketing techniques, or willingness to learn
- Strong communicator with excellent customer service experience and skills
- Ability to work as a team, under pressure and in a fast-paced environment
- A good understanding of the barriers faced by people, and the solutions that may be able to benefit them
- Ability to work collaboratively with others, whether in the same team or external support providers
- Good IT skills, with an eye for detail that’s second to none.
- You’re a positive, energised and enthusiastic person, with a real zest for helping others
- Engaging and supporting people is what gets you up every day
- Nothing makes you happier than seeing someone progress, knowing you helped them get there.
- Resilience. Working in the education, support and employment sectors is a challenging but rewarding career. You’ll be helping to bring real change to peoples’ lives.

**...and what will help you stand out from the crowd**:

- Knowledge funded projects including European social funded projects
- Qualification in Ment