In Work Support Lead

6 months ago

Cardiff, United Kingdom Serco Plc Full time

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)
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
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.

Apply

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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