Customer Support Adviser

Job Role

We're Hiring: Customer Support Adviser, you will be the first point of contact for potential participants, providing telephone and online support through warm handovers and helping them understand the benefits of the Employability Programme. You'll deliver excellent customer service, answer enquiries, gather and record key information, and support individuals through the early stages of their employment journey.

Working closely with Jobcentre Plus and internal operational teams, you will complete pre‑referral checks, assess suitability for the programme and help ensure a smooth transition from referral to programme start. You will manage inbound and outbound communications, maintain accurate records and work towards key performance indicators, including referral to start conversions and customer satisfaction targets.

The ideal candidate will have strong communication skills, excellent attention to detail and the ability to build rapport with a wide range of people, including those facing barriers to employment. A customer focused approach, strong organisational skills and the ability to handle sensitive conversations professionally are essential.

This role offers the opportunity to make a real difference by helping individuals access the support they need to move towards sustainable employment while contributing to a high‑performing and purpose‑driven team.

In return for your dedication, knowledge, and commitment, we're offering a competitive salary range £26,647 per annum (dependent on experience) with these great benefits:

• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Pension - 5% Employee 5% Employer
• Healthcare Cash Plan, incl. 3 x salary life assurance
• Annual Salary Review
• Refer A Friend Scheme
• Free access to BenefitHub - an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits. Seetec Group is an employee‑owned organisation and we continually pride ourselves on our sense of community, both in the incredible work we do throughout UK and Ireland, and internally with our employee‑owners. People are at the front, centre and heart of every service we provide and each decision we make.

What it means to be employee‑owned.

What our people say.

Location: Exeter
Hours: 37 hours a week. Monday to Thursday 8.30 am to 5pm, Friday 8.30 am to 4.30pm
Closing Date: 19 October 2026
Contract Type: Permanent

Key Responsibilities

• Promote the Employability Programme positively, ensuring potential participants fully understand the support available and the benefits of taking part.
• Conduct warm handover discussions and complete the pre‑referral process, including assessing suitability and liaising with Jobcentre Plus for referral sign‑off.
• Handle inbound and outbound calls, emails and other communications, providing a professional and supportive service throughout the participant journey.
• Gather, verify and accurately record participant information, ensuring all records are maintained to a high standard.
• Work closely with operational teams to ensure a smooth transition from warm handover to programme start.
• Achieve performance targets, including referral‑to‑start conversion rates and customer satisfaction measures.
• Build positive relationships with participants and stakeholders, delivering an excellent customer experience, including during challenging conversations.
• Maintain compliance with data protection, safeguarding, Prevent and company policies while championing best practice at all times.
• Adhere to the company's policies and procedures always, including safeguarding, equality, diversity and inclusion, quality, health and safety and IT.
• 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 foster and maintain positive relationships.
• IT literate with familiarity in using Microsoft Office products and modern digital technologies, including Microsoft Teams.
• Ability to thrive in a fast‑paced and sometimes high‑pressure environment.
• Willingness to work independently with minimal supervision or collaboratively as part of a team.

Desirable

• An understanding of the barriers unemployed job seekers face in obtaining a new job.
• Experience of working in a high‑performance culture.
• Experience of delivering services to specific quality standards.

Additional Information

Seetec is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.

Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec support the recruitment of ex‑ offenders and will not discriminate in any way. Our full policy statement of Ex‑Offenders can be found on our website under About us.

Seetec is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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