Customer Support Officer - Operations (WHP-JETS)

Home Based

This vacancy is now closed

Job Category
Home Based
£20,073 - £25,073
Closing date
Contract type
Total hours per week

Customer Support Officer - Operations (WHP-JETS)

The Shaw Trust, in tandem with government and the broader employment support community across the UK is working hard to make sure we support as many individuals as possible to get and keep a job. We believe that everyone who needs help and support to attain their employment goals should be able to access it as soon as possible and that support should reflect their individual needs.

To help us in this mission we are looking to expand our employability services Work and Health Programme Job Entry: Targeted Support (WHP/JETS) and looking for Customer Support Officer – Operations in home based roles working across Central England or Home Counties geographical areas.

Reporting directly to our Regional Delivery Manager.  The Customer Support Officer-Operations will manage and process participant funding requests, training requests and other required data requests from participants who are active or in work on the Work and Health Programme Job Entry: Targeted Support (WHP-JETS) provision. This will include processing requests from Employment Advisors, Team Leaders and Regional Delivery Managers ensuring that the data input process and accuracy is adhered to including maintaining and updating the internal systems and liaising with participants and staff members where required.

Generate reports where required and to also ensure that orders completed are up to date and inline with our spend and qualification systems including liaising with supply chain partners where required.

Shaw Trust operates on a national level with over 2,000 staff and 1,000 volunteers.  We work with the government, local authorities, combined authorities, health service providers, employers, and other stakeholders – including the Education and Skills Funding Agency, Department for Work and Pensions, clinical commissioning groups and NHS Trusts.

The ideal candidate must have an understanding of the local and regional labour market and employment issues within one of two geographical areas – Central England and Home Counties and able to maintain an up-to-date working knowledge of the benefit system and entitlements.

The ideal candidate will need to be inclusive and embrace our culture and values, putting those we support at the heart of everything we do.  You will consistently deliver high quality services to support our communities and beneficiaries.

Shaw Trust is committed to a policy of equality of opportunity and inclusion. 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: to make alternative arrangements.


Home based with the potential to do some face-to-face activity post COVID-19

This role will be working with participants across:

CPA 1 - Central England - Geographical areas include: Lincolnshire, Leicestershire, Bedfordshire & Buckinghamshire, Staffordshire, Walsall and Wolverhampton, Birmingham, Herefordshire & Worcestershire.

CPA 5 - Home Counties - Geographical areas include: East of England - Kent, Essex, Hertfordshire, Norfolk.


  • Competitive Salary
  • Enhanced Pension Scheme after 6 months
  • Life Assurance x 3 of your salary
  • Enhanced annual leave