Contact Centre Adviser - IPES

This vacancy is now closed

Job Category
Operations | Employment Advice
Norwich - Scandic House
£19,390 - £24,440
Closing date
Contract type
Total hours per week

Who are we?

Shaw Trust is a charity helping to transform the lives of young people and adults across the UK and internationally. Our specialist services help people gain an education, enter work, develop their career, improve their wellbeing or rebuild their lives. We add value to every service we deliver by investing back into the people and communities we support.

We are one of the largest 25 charities in the UK. We use our combined experience of over 75 years to support people to develop their potential. We have one goal: to help transform the lives of one million young people and adults each year by 2022.

Working with us gives you far more benefits than a standard package; it gives you the chance to help turn someone’s life around.

What is IPES?

Intensive Personalised Employment Support (IPES) is a voluntary provision, supporting people with disabilities and complex barriers to find work, sustain employment and make improvements to their health and wellbeing.

Shaw Trust is delivering IPES alongside specialist partners Health 2 Employment and Genius Within. Specialist Key Workers from each organisation will form Multi-Disciplinary Teams, sharing their expert knowledge/experience to provide holistic support to participants. 

What we need?

A Contact Centre Adviser to act as a first point of contact for Jobcentre Plus (JCP), able to undertake warm handover calls with participants and JCP Work Coach and promote the IPES provision to participants, addressing any initial queries participants might have.

The Contact Centre Adviser will undertake triage assessments with participants to match them to the most suitable IPES Key Worker.

The Contact Centre Adviser will also support the end to end link for Shaw Trust participants by supporting delivery staff to monitor the progress of the customer journey from referral to sustained employment via email and phone.

Are you right for the job?

  • Do you have experience of working in a call centre or call handling environment?
  • Do you thrive in an environment that encourages you to find new ways to help people?
  • Do you have a strong track record of achieving targets?
  • Do you work well in a team and stay focused under pressure?
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