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Engagement Coordinator

4 months ago

Sheffield, United Kingdom The Growth Company Full time

The Growth Company’s (GC) Employment team are looking for Engagement Coordinators who will conduct the enrolment of new participants onto the programme and complete initial eligibility checks for the Refugee Employability (REP) programme and will supporting the overall targets for enrolment and sustained job outcomes. You will work with employers on their recruitment and skills needs to help place people into high quality sustainable jobs.

GC is a fast-growing, purpose-based social enterprise and as part of our mission for positive change we deliver services for the Home Office, working with refugees across Yorkshire & Humber. Our services focus on supporting individuals holistically, ensuring they have access to all the support they need to progress forward into employment.

This role can be based in any of our Yorkshire & Humber offices, however there will be a requirement to travel across the region when necessary.

**Key Responsibilities**
- Work proactively with colleagues and partners to maximise the successful commencement of programme for participants and provide tracking of customer outcomes and engagement support.
- Diagnose needs, as necessary, and refer queries to case managers, partners or external agencies as appropriate.
- Provide excellent customer service for our telephone-based contact centre, actioning or diverting callers as most appropriate.
- Working within call handling KPIs as set by the Team Manager.
- Work in partnership with relevant service providers to keep in touch with customers that have been referred to external provision.
- Record customer information using required paperwork and the ‘Customer Relationship Management’ system (CRM).
- Ensure all work is carried out within Home Office and GC REP procedures and guidelines.
- Ensure all work adheres to compliance and security standards required of the contract.
- Undertake training as necessary to enhance skills and knowledge required for the role.
- To comply with, and understand, safeguarding policy and procedures and act as appropriate regarding matters of safety, protection and wellbeing.

**About You**:

- Experience of working within an advice / information setting
- Experience of working in a busy office or customer service environment
- Call centre experience desirable
- Be well-organised, methodical and calm under pressure.

**Skills Required**:

- Ability to communicate effectively with people from a variety of backgrounds and provide relevant information.
- Strong telephone communication and customer service skills.
- Ability to use social media or digital channels effectively to communicate with customers and broader audiences.
- Must have time management and organisation skills, with the ability to work towards and achieve targets in given time frames.
- Strong administration and IT skills, demonstrating accuracy and attention to detail.
- Must either hold or be willing to work towards: NVQ Level 2 in Customer Service and NVQ Level 2 in Advice and Guidance Support.

**Salary**: Up to £24,720.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme
- Sabbatical
- Sick pay
- Store discount
- Work from home

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: 3539