Customer Support Officer
Shaw Trust is a not-for-profit social enterprise that seeks to improve life chances for employment for people who face social and economic challenges, or who may also be disabled or have complex needs. Shaw Trust believes that every person in the UK has the right to live a decent and dignified life through good employment.
The role
Restart is an innovative programme, aimed at supporting individuals (participants) who are seeking employment, to help them to find work. As a Customer Support Officer you will play a crucial role in introducing participants to the Restart programme, managing referrals to the programme from our partners including Job Centre Plus. You will make initial bookings for participants joining the programme, over the phone, via email and using an online system. You will conduct eligibility checks and an initial triage assessment. You will create accurate records and carry out reporting activity.
You will enjoy engaging with a wide range of people, using your excellent communication and customer service skills to address participant queries and to help them feel well informed about the services they can access on the Restart programme. You will have good attention to detail and be comfortable using computer systems to keep timely and accurate records.
We welcome applications from candidates with transferable skills, we provide full training and the opportunity to develop and enhance your skills and progress your career.
Locations
This is a home based role.
Employee Benefits
At Shaw Trust you will be joining a supportive, values driven team, who are passionate about helping people. Download the Job Description for full details and Person Specification. In addition to a competitive salary and being part of an organisation which makes a positive difference to people’s lives, as an employee of Shaw Trust you will receive:
Paid leave
- 25 days annual leave per year, plus bank holidays, and the option to purchase additional holiday
- 3.5 days paid leave at Christmas
- 2 days paid volunteering leave each year
Opportunities to connect
- Join an employee network: LGBTQ+ Support Network, Racial Equality Network, Disabled Employee Network
Opportunities to progress your career
- Access to an online learning platform
- Access to internal apprenticeships
- Cross organisational career paths
Health and wellbeing
- Healthcare cash plan, giving you money back for health care costs including dentistry and eye care, and access to wellbeing apps
- Health and wellbeing programmes including counselling via our employee assistance programme
- Discounted gym membership
Financial wellbeing
- An enhanced pension scheme after 6 months
- Life Assurance at 3 times your annual salary rate
- Online shopping discounts including supermarkets and DIY stores
Our Strategy
To find out more about Shaw Trusts aims in our 2030 Strategic Directive available here: https://www.shawtrust.org.uk/content/uploads/2020/09/Vision-2030-Strategic-Directive-5-9.pdf
Join a diverse and inclusive organisation
Shaw Trust is committed to creating a diverse and inclusive working environment, where every employee, regardless of their background or lived experience, feels that they belong and can progress in their career. We are Disability Confident Leaders, support the guaranteed interview scheme and use of the government’s Access to Work scheme. Living our values we are keen to reflect the diversity of UK society at every level within our organisation. We welcome applications from all sections of the community including from people with lived-experience and/or knowledge of disability or social exclusion. If you have accessibility requirements and would like information in a different format, email: HRService.Centre@shaw-trust.org.uk to make alternative arrangements.
About Shaw Trust
Shaw Trust is one of the largest charities in the UK. We believe that everyone has the right to live a decent and dignified life and an opportunity for rewarding work. We are a social purpose organisation challenging inequality and breaking down barriers to enable social mobility. Our co-created services include large scale employability programmes, specialist services for communities, residential care for children, targeted support for young people, on-the-job learning and training and individual guidance and support. Our work is commissioned by government departments, regional and local authorities, the NHS and employers and is delivered through a people centred approach.