Overview
Job title: Customer Support Host. Job level: 8. Role status: Full time. Reports to: Business Manager. Primary Objective: Our Customer Support Hosts will play a pivotal role in ensuring every participant (customer) that comes into our office has a good experience of our services. Your job is to deliver exceptional customer service. You will make sure that a friendly, welcoming face is the first thing our participants see when they walk through our door and that they are comfortable for the duration of their stay.
Key Relationships
* Internal: Stakeholders within the AKG group such as Quality and Compliance; Customer Excellence Centre; Health and Safety and Facilities; Employment Coaches; Employer Services Team.
* External: Local Engagement and Employer Partnerships; JCP; External provision to support participants; Participants.
Key Responsibilities
* Greet participants visiting our centres, make them feel welcome, direct them to their appointment or planned activity, or settle them with a drink and information on local vacancies or courses to look through while they wait.
* Help to coordinate and host activities for participants, including:
o Job searching sessions
o Dive into sessions where participants can learn about different sectors and job types
o Job Fairs
o Partner-led support sessions around areas like money management, cost of living tips, healthy lifestyles, etc.
* Contact participants who haven’t turned up for their appointments to understand why and help get them in at the earliest opportunity.
* Ensure noticeboards and information areas are up to date so the latest vacancies or other support opportunities are clearly visible and accessible.
* Help ensure sites are a safe and healthy place for participants and staff to visit and work in.
* Promote an inclusive and respectful culture within our offices where everyone feels listened to, seen, included and respected.
* Undertake any other general support activities as directed by the Business Manager or Senior Employment Coach for the site.
Essential / Desirable Skills, Knowledge and Experience
* A commitment to delivering first-class customer service; ability to understand what will put participants at ease and how to meet or manage expectations so they feel seen and served.
* Knowledge of Microsoft Office Suite and ability to pick up other CRM-based systems.
* Excellent communication skills – actively listen to participants and clearly and calmly convey instructions to a diverse range of participants and colleagues.
* Highly organized; able to handle a varied workload and ensure tasks are completed on time and to a high standard.
* Innovative and able to problem-solve; continually think of new ways to improve the participant experience.
Compliance
All staff are responsible for abiding by organisational policies to ensure compliance with relevant standards (e.g., ISO 27001 Information Security, ISO 9001 Quality, ISO 14001 Environmental) and adhering to statutory duties related to safeguarding, Prevent and health and safety.
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