Client Services Advisor

2 days ago

Aldershot, United Kingdom CTP Full time

**Job Title**: **Client Services Advisor**

**Reports to**:Centre manager

**Location**:Aldershot

**Salary**:£23,527 + Geographical weighting allowance

**Hours**:37.5 hrs a week.

**MAIN PURPOSE AND SCOPE OF THE ROLE**

The Client Services Advisor (CSA) is a key client facing position within the CTP organisation, reporting to the Regional Manager.

CSAs interact directly with potential, new and existing clients (Service leavers) in order to provide high quality customer service, address client concerns, and ensure that they are fully informed of the type of CTP support that best meets their needs.

You will support clients through a combination of **briefings**, **facilitation of one-day**

**workshops** plus **telephone and face-to-face interaction**.

You will be required to comply with stringent Operating Procedures and in full compliance with GDPR principles and the Data Privacy that surrounds it.

**KEY RESPONSIBILITIES**
- To act as the first point of contact, either by telephone, in person or via written communication for all enquiries within the centre and central booking telephone line.
- Provide assistance, advice and guidance to clients using the centre facilities for research, attending core workshops and job finding. Provide hard copy and electronic material to support job and transition search activities as required.

**Facilitation of one day Job Skills Workshops**.
- Delivering CTP vocational training presentations and providing website guidance to service leavers within core workshops.
- Provide timely support and assistance to other functions as and when required
- Actively market the CTP resettlement provision to clients who have registered with CTP but as yet have not undertaken the service.
- Delivery of the Employment Support Programme (ESP) to eligible clients. This will include managing a caseload of clients who have served for 4-6 years and providing one-to-one career advice and guidance as well as CV review.
- Co-ordinate Financial Aspects of Resettlement briefings and other CTP events. This includes administering bookings, joining instructions, and supporting employment fairs or events.
- Receive, register, input and maintain client details, workshop bookings and course attendance into a centralised management information system. A high degree of accuracy is required.
- Produce and distribute workshop and course joining instructions and pre-course materials to clients.
- Advise clients so they understand the benefits of engaging with online support such as RightJob (CTP online vacancy database), the CTP website and myPlan (individual client accounts).
- Provide a high level of customer care to the CTP’s clients and to both internal and external stakeholders.
- Follow up with clients to ascertain their employment status, and offer further assistance if necessary (according to the matrix guidelines and client demand).
- Act as focal point at the RRC/RC for all aspects of marketing of CTP vocational training, events, and employment opportunities.
- Provide administrative support for vocational training courses delivered on site, following set operating procedures and work instructions as supplied by Head of Training and in accordance with awarding body regulations.
- Share mail in/out duties, telephone answering and responses. Ensure that all enquiries are dealt with appropriately and re-routed swiftly and accurately.
- Ensure current CTP marketing materials and posters are displayed in the centre to promote CTP services, courses, workshops and events to maximum effect. Control and monitor reference materials, layout and appearance of the resource centre.
- Undertake a monthly stock take of marketing materials and stationery, in order to ensure stocks are replenished in a timely manner.
- Complete relevant training courses where required.
- Prepare classrooms for workshops and courses.
- Any other reasonable requests commensurate with this level of role.
- **PERSON SPECIFICATION**

Excellent communication and interpersonal skills, both written and verbal, face to face and over the telephone

Excellent customer service skills

Diligent, with a high level of attention to detail and accuracy

Strong organisation and administrative skills; highly proficient in Microsoft Office, Excel and PowerPoint.

Experience in using databases and web-based management systems

Flexible, with the ability to work as an integral part of a small team

Proactive with the ability to prioritise workload and manage multiple tasks simultaneously to meet deadlines

Confident working with all levels of ranks of service leavers

Knowledge of the Armed Forces would be an advantage

Previous experience of working in an advice and guidance role is desirable

Proven experience of working successfully within a busy office environment.

**Role **Requirements : Requirement to pass MOD security clearance

**Salary**: £23,527.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Aldershot, GU11 2BG

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