We’re seeking a dynamic and customer-focused Customer Experience Adviser to be the welcoming face of our team.
In this role, you'll be the first point of contact for participants and stakeholders, providing a welcoming and efficient service both in person and over the phone. You’ll play a key part in supporting individuals on their journey to sustainable employment, while ensuring smooth programme transitions and delivering exceptional customer service. You'll facilitate warm handovers from Jobcentre Plus, and completing all necessary start-up administration such as identification checks and initial assessments. You’ll also support Employment Advisers during periods of absence, organise and deliver job search activities including CV preparation and application support, and build strong relationships with local employers to assist with recruitment events and vacancy campaigns. Additionally, you’ll provide ongoing support to participants in work, deliver high-quality administrative support by managing office supplies and maintaining a professional office environment, and handle petty cash payments accurately.
We’re looking for someone with proven experience in customer service and administration, ideally within employability, recruitment, or HR. You’ll have excellent communication and interpersonal skills, with the ability to build positive relationships, alongside strong organisational skills and attention to detail in a fast-paced environment.
If you are passionate about helping people achieve their goals and thrive in a role that makes a real difference, we’d love to hear from you
In return for your dedication, knowledge, and commitment, we’re offering a competitive salary of £27,000 p.a. with these great benefits:
25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
2 Volunteer Days
Company Pension Scheme - 5% Employee 5% Employer
Health Insurance Allowance
Employer Paid Healthcare Cash Plan, incl. 3 x salary life assurance
Annual Pay Review
Enhanced Maternity/Adoption and Paternity Pay Arrangements
Free access to BenefitHub – an online portal with access to a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets
Refer a Friend Scheme
If you need any further information, talk to our experienced Internal Recruitment Team on (phone number removed) .
Location: The successful candidate will cover our offices in Penzance and Helston
Hours: 37 hours a week. Monday to Thursday 8.30 am to 5pm, Friday 8.30 am to 4.30pm
Closing Date: 17 March 2026
Key Responsibilities
* Act as first point of contact for customer enquiries, both by telephone and face-to-face, delivering a professional and welcoming service.
* Support Employment Advisers during periods of annual leave
* Conduct welcome/introduction meetings for small groups or individuals (mandatory and voluntary), either face to face or via phone or video call, gathering identification evidence and completing all necessary start administration requirements for DWP
* Working with the operational colleagues to facilitate the smooth transition from ’warm handover’ stage to programme start
* Complete the pre-referral process (warm handover meeting) including checking suitability for the programme and liaise with Job Centre staff for referral sign-off
* Undertake initial assessments with customers, identifying potential barriers restricting the Participant moving into employment, update records and book them onto follow-up meetings with their designated Employment Adviser.
* Organise and undertake job search/job club activity on a 1-2-1 or group basis for example, preparing CV’s, support with applications, promoting relevant job opportunities to customers, Reverse Marketing of Participants to employers etc.
* Provide regular reviews and ad-hoc support and advice to enable Participants to maintain employment-by ensuring effective and quality support is provided within the workplace.
* Work collaboratively with Employment Advisors to ensure that in-work plans are in place and undertaken, reviewing the achievement of SMART development targets.
* Develop an understanding of specialist signposting services in the local area/region, building knowledge in areas such as specific disabilities, housing, benefits etc.
* Source suitable job opportunities within the local labour market and support the Employer Engagement Team with recruitment events and bulk vacancy campaigns
* Undertake direct marketing to employers using digital media e.g. email, LinkedIn, Facebook, X etc.
* Provide necessary pre-employment support, e.g. travel planning, work wear etc. and maintain ongoing support to Participants upon entering employment where required.
* Maintain updated knowledge on all of Restart’s specific services in order to provide the best possible service to participants
* Obtain necessary information from participants to follow prescribed process and a bespoke participant journey, documenting important information for future reference
* Collect and record feedback and information and share with appropriate departments and team members
* Manage office supplies, including placing and monitoring stationery orders to maintain adequate stock levels.
* Maintain and update notice boards, ensuring information is accurate, accessible, and up to date.
* Ensure the office environment remains tidy, professional, and welcoming.
* Handling petty cash payments to customers and accurate recording these payments to customers files and finance records
* Support colleagues and management with ad hoc administrative tasks to meet business needs.
* To undertake any other duties, as required, appropriate to the post.
Skills and Experience
Essential
Positive, service-oriented attitude with proven experience in a customer service-related role
Ability to build, foster and maintain positive relationships with all contact points, ensuring the best possible experience, even with challenging customer conversations
IT literate with familiarity of MS Office products and modern digital technologies, i.e. Microsoft Teams
Ability to thrive in a fast-paced and sometimes high-pressure environment
Willingness to work without direct supervision or as part of a team
Proven experience in administrative roles, ideally within employability, recruitment, or HR.
Strong attention to detail and ability to manage multiple tasks simultaneously.
Excellent communication and interpersonal skills.
A good working knowledge of the local labour market in the specified geographical locations
GCSE or equivalent in English and Math’s at Grade C or above
Experience of working in a target driven environment
Experience of delivering services to meet contractual and quality standards
Desirable
An understanding of the barriers unemployed job seekers face in obtaining a new job
Experience of delivering services to specific quality standards
NVQ Level 2 or 3 in Business Administration or equivalent.
Knowledge of the employability industry
Full driving license