Assistant Change Coach
1 week ago
Job Summary
We are seeking a highly motivated and experienced Change Coach to join our team at Maximus. As a Change Coach, you will play a vital role in supporting individuals to achieve their employment goals and overcome barriers to work.
Key Responsibilities
- Conduct programme induction sessions and run Job clubs to ensure individuals sustain employment.
- Make outbound calls to engage participants following referral to the programme.
- Conduct welcome/introduction meetings for small groups or individuals, gathering identification evidence and completing all necessary start administration requirements for DWP and ESF.
- Undertake initial assessments with customers, update records, and book them onto follow-up meetings with their designated Change Coach.
- Sensitively handle customer concerns about joining an employment programme or returning to work.
- Organise and undertake Job Club activities, including job search, preparing CVs, talks from employers, etc.
- Support in organising bulk recruitment campaigns for specific employers.
- Undertake visits to employers to resolve 'settling-in' issues when a customer starts work.
- Assist with customers' employment training needs, including travel training.
- Maintain accurate customer records that are compliant with quality procedures.
- Support Employment Coaches in re-engaging with disengaged customers.
- Support Employment Coaches with additional activities, such as bus fares, follow-up Did not attends, etc.
- Support Employment Coaches with mandating paperwork.
- Deal with day-to-day responsibilities of the office maintenance, such as post, stationery supplies, booking of interpreters/taxis, processing of paperwork.
- Work flexibly, supporting all activities of a team as directed by the Contract Manager.
- Proactively participate in continuous improvement activities to ensure that the service continues to deliver excellent customer service.
- Work from local hubs and community outreach locations to increase service accessibility.
- Work flexibility, which may include evenings and weekends, as well as being based in different hub locations when required.
Requirements
- Empowers and Inspires Others
- Adaptable and Resilient
- Communication
- Analytical Thinking & Problem Solving
- Emotional Intelligence
- Customer Care
- Planning & Organising
- Team Work
Knowledge, Experience and Skills
- Demonstrates effective questioning skills, including probing and challenging
- Experience of an outcome-driven environment
- Experience in the use of ICT systems
- Understanding of how to affect positive behaviour change
- Experience of working with people with multiple and complex needs, including health conditions and disabilities
- Experience of working with unemployed people
- Experience of working in a customer service environment
- Knowledge of the barriers to employment and the welfare to work agenda
- Experience of recording customer information on database programmes
Education/Training
- GCSE or equivalent in English and Maths at grade 'C' or above or equivalent qualification or experience
- Willingness to undertake any relevant training in order to develop within the role
Other relevant factors
- Commitment to develop and implement equal opportunities policy and anti-discriminatory practices in employment and service delivery
- Ability to work within Corporate Policy, Procedures and Health & Safety legislation
- Commitment to the Company's safeguarding protocols
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