Job Description

Key Tasks

1. To manage the electronic referral process and provide a telephone service for Referral Agencies to contact with referrals.
2. Liaise with JCPs and Referral Agencies to act as the first point of contact for participants, providing a promotional and informative overview of the services offered and gaining candidate commitment regarding contracts delivered by Remploy to support their journey to employment and remaining in employment.

3. To gather basic customer contact information and book the handover meeting from the Referral Agency. To schedule the contractual initial contact with customers and manage subsequent customer appointments using the Customer management System.

4. To contact customers who are in work to establish if any concerns, identify any who have dropped out of work and refer to the In Work Support Advisor.
5. Responsible for all administration related duties to ensure Key Workers / Specialists are supported.

6. Responsible for branch/ field team petty cash reconciliations. Responsible for all purchase orders and purchase cards and related ordering to ensure smooth running of branch/ field operations.

7. Responsible for all tracking calls and updating of records as directed by Key Workers / Specialists / Performance Leads.

Required Knowledge, Skills, and Abilities

ESSENTIAL ? Demonstrable experience of working in a role where sales, promotional or influencing skills are required. ? Background in face-to-face customer service. ? Experience of working to structured targets and deadlines. ? Excellent communication skills with the ability to adapt to a wide range of communication and learning preferences. ? Strong interpersonal skills, specifically around listening, questioning and building relationships. ? Influencing skills that promote commitment and action. ? Customer focused with a strong commitment to customer care. ? Ability to plan and organise workload to meet required targets and deadlines. ? Computer skills including Microsoft Outlook. ? Numeracy and literacy skills to facilitate management reporting. ? Strong team player with a positive and flexible approach to both work and colleagues. ? Excellent knowledge of participant barriers, products and services available to participants ? Team player willing to help others and able to use own initiative ? High degree of accuracy and attention to detail