Job Description
Customer Service Advisor, Refugee Employability
Project Overview and Role:
The Refugee Employability Programme is a new initiative that offers enhanced support to defined cohorts of legally recognised refugees in the UK. Starting in July 2023, the programme will provide tailored support for each participant focussed on gaining sustainable employment. Palladium will work with employers, local government, and other partners to ensure that individuals are fully supported with their employment and integration in UK society. The programme includes delivery of employability-focussed English to Speakers of Other Languages (ESOL) tuition for some of the cohorts.
Palladium is responsible for delivering the programme in the South East of England.
As Customer Service Adviser, you will take responsibility for incoming calls and emails. This involves both answering questions from customers and stakeholders (such as partners, suppliers and employers), and engaging with potential customers, explaining eligibility and bringing in referrals to the programme as part of a coordinated team approach.
Other responsibilities will include:
- Determine eligibility for programme, following a detailed set of requirements but also managing the interaction with sensitivity. Keep an auditable record of the process on the Case management System.
- Cultivate a welcoming environment.
- Make bookings for the customer to be introduced to their case manager in line with contractual service levels.
- Maintain customer records in accordance with data protection requirements so that participant information is safeguarded, and the customer journey is accurately recorded.
- Assist the team in ensuring a high level of customer engagement or re-engagement and ensure customer records are maintained to reflect contact or attempted contact made.
- Complete other administrative tasks as requested by your line manager. This could include
- externally focussed tasks such as liaison and engagement with local stakeholders, employers and partners, in order to seek work placements / work experience for customers, to make arrangements for co-location of case managers, to broker meetings with customers / service users, to establish sources of additional support such as training.
- internally focussed tasks such as checking invoices and following procedures to ensure payment of suppliers; the first point of contact for suppliers with IT questions or problems (to triage and pass on to the correct support channel) or management of customers’ travel reimbursements.
Required Qualifications:
Required
- A passion for working with people
- Experience of working in a customer focused, target driven environment.
- Experience of providing one to one support and coaching to individuals with the ability to constructively challenge where needed.
- A level of independence and professionalism to work independently;
- Detail-oriented with strong organisational skills;
- Fluent English
Desirable
- Educated at university degree or alternatively have a demonstrated track record of performance and success in target driven sales, customer service or case-management roles
- Experience supporting refugee or asylum seekers
- Knowledge of languages including Amharic, Arabic, Albanian, Bengali, Dari, Farsi, Hindi, Pashto, Spanish, Tigrinya, Urdu or Yoruba
Key Competencies:
- Ability to engage, empathise and motivate others;
- Proactive and solution focused;
- Excellent communication skills;
- Performance and target focused;
- Excellent organisation and prioritisation skills;
- The determination and drive to want to make a positive difference.
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*Location and compensation*
This position is based in the Palladium office in Southampton. Occasionally you may be required to travel to surrounding areas in which the programme is being delivered. In such instances, travel costs will be reimbursed by Palladium.
Compensation: You will receive a salary in the range 23,000-25,000 GBP per annum, complemented by a comprehensive benefits package including private health insurance and up to 10% employer pension contributions.
Applications will be reviewed on a rolling basis so please apply early if you would like to discuss this role with us.
Company Overview:
About Palladium - Palladium is a global leader in the design, development and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world's most pressing challenges. With a team of more than 3,000 employees operating in 90 plus countries and a global network of over 35,000 experts, we help improve economies, societies and, most importantly, people's lives.
Equity, Diversity & Inclusion - Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status.
Should you require any adjustments or accommodations to be made due to a disability or you are a neurodivergent individual or for any other circumstance, please email our team at [email protected] and we will be in touch to discuss.
Safeguarding - We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse. All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process.
Job Type: Full-time
Salary: £23,000.00-£25,000.00 per year