Customer Tracking Agent

Salary: £26,000 per year

Specialist Career Services Ltd is a well-established provider of professional careers and employability advice services to Jobcentre Plus customers across the West Midlands.

Based in Rugby, Warwickshire we are currently delivering a high-profile government backed careers and skills development program engaging with over 250 customers / job seekers each month. 

The company has a strong customer service-based approach and is proactive in tracking its customers to successful outcomes after initial careers advice sessions delivered by our team of frontline careers advisers. This has led the organisation to be awarded the matrix standard for information, advice, and guidance services.

Job Description:

-You will be responsible for tracking our customer caseload, monitoring their progress, and recording any positive outcomes such as them moving in to learning or work via the companies CRM systems.

-You will have an eye for detail and be able to support the internal audit process of customer action plans and evidence files. Keeping company CRM systems accurate and up to date.

-You will be required to upload documentation to customer records in line with end of month performance / outcome reports.

-An appreciation for confidentiality and data protection (GDPR) as customer action plans and evidence files often contain sensitive information.

-You will be responsible for sending bulk emails and text messages to customers as a means of identifying those who have progressed and require a follow up call.

-For those who are still unemployed you will be responsible for promoting work and training opportunities which are relevant to their skills and experience by delivering ‘momentum’ activities with them over the phone.

Person Specification:

-Ideally educated to A-level standard with a minimum of 5 GCSE’s grade A – C including English and Math’s. An NVQ level 3 or 4 qualification in Advice & Guidance would be beneficial but not essential as full training will be given.

-High level IT skills / Computer literacy with experience of using Microsoft Office 365, Microsoft Dynamics, SharePoint, 8×8, Outlook & OneDrive.

-Good customer service skills as you will be supporting customers who often have complex needs / requirements.

-Be highly motivated, articulate, and have a keen eye for detail. Reliable and hardworking, leading by example.

-Driven to meet and exceed call and outcome targets. Comfortable making 50+ telephone calls per day and working through caseloads of over 1,000 customers to deliver 100+ outcomes per month.

All successful applicants will be subject to a full / enhanced DBS check.

In all cases we are looking to offer long-term career prospects.

Specialist Career Services Ltd is committed to equal opportunities and abides by the matrix standard for information, advice & guidance services.