Contact Centre Adviser

Purpose

A Contact Centre Adviser will act as an end to end link for Shaw Trust customers by monitoring the progress of the customer journey from referral to sustained employment via email and phone.

Main Duties and Responsibilities

1. Provide a link to customers via telephone, email, SMS, mail and Shaw Trust’s customer portal to provide information, book appointments and monitor progress throughout customer journey.
2. Make first contact with customers on behalf of Shaw Trust and Supply Chain Partners to complete triage assessments over the phone and book first appointments..
3. Refer customers to suitable support providers where they are not eligible for programme where appropriate.
4. Liaise with commissioners, Advisers, supply chain partners and Volunteers where applicable to track customer progress.
5. Maintain contact with customers as per the programme requirement
6. Provide tracking and follow-up support for customers not attending interventions or who are thought to have entered employment, where applicable
7. To update relevant systems to ensure seamless approach to customer support, especially relating to agreed terms for in-work support.
8. To adhere to Shaw Trust policies, procedures and quality standards.