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Participant Support Officer - Tameside, Stockport

North WestFull Time / Permanent
£18525

The Participant Support Officer will be required to deliver an outstanding level of customer service to Ingeus participants, characterised by exceptional listening and accurate and timely follow-up to queries. This will be primarily over the telephone and via electronic communication.
The role will predominantly be to make outbound calls to Ingeus clients who have commenced employment, and to provide immediate responses to incoming queries and requests.  The calls will also be to check employed client’s progress at key points, and to flag up any issues arising to Key Workers and specialists.

Accountabilities; 

  • Make outbound calls to participants undertaking Work and Health Programme.
  • Record all relevant information accurately
  • Make outbound calls to clients in work to ensure they are supported and sustain in work
  • Take follow-up action including further calls, texts or writing a letter as determined by operational processes and contractual targets
  • Promote a positive view of the Ingeus’ Programmes and address any concerns raised by the participant
  • Receive inbound calls and emails from clients who need support and providing an immediate response to queries and requests
  • To follow procedure when an issue/concern is flagged by a participant.
  • Liaise closely with advisors and specialists regarding participant concerns and progress
  • To maintain the effective, efficient and accurate updating of all systems in relation to job role
  • To work effectively and determinedly to resolve challenging cases, escalating to line management where appropriate
  • To support with all aspects of enabling a successful contractual outcome claim

Essential:

  • Extensive experience within a customer service environment or significant experience of working with people

Desirable:

  • Work experience within a call centre environment
  • Previous experience of working to targets
  • Sales experience

Part of international human services provider, APM Group, Ingeus is all about people and our mission is to enable better lives. We specialise in creating and delivering employment, health, justice, and youth services. Every day our teams across the UK help people improve their employment, skills, and wellbeing. We’re purpose-led, passionate and proud to work with our colleagues, customers and communities to drive social change.

At Ingeus, we value diversity and inclusion and actively encourage applications from everyone, including those that are underrepresented in our workforce. We promote equality of opportunity in all aspects of employment, including a positive working environment. We’re a Disability Confident Leader, a Mindful Employer, a Stonewall Champion, and we’re committed to the Armed Forces Covenant.

We may need to close the advert earlier than planned, if we receive the numbers and quality of candidates required; so don’t miss out, apply today if you’re interested.

Job no:
494675

Applications close:

Interested?

If so, please submit your CV. We look forward to receiving your application.

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At Ingeus we provide services for people, business and communities in employment, skills, health and justice. We value diversity and inclusion and as a Disability Confident leader, a Stonewall Diversity Champion and an Armed Forces Covenant supporter we welcome applications from all parts of the community regardless of gender, ethnicity, disability, sexual orientation or background.