Assistant Change Coach

This role can be based in either Guildford, Crawley or Brighton with travel to support other sites if needed.

Assist Employment Coaches in conducting programme induction sessions, running Job clubs and undertaking trouble shooting activities to ensure individuals sustain employment.

• Making outbound calls to engage participants following referral to the programme.
• Conduct welcome/introduction meetings for small groups or individuals, gathering identification evidence and completing all necessary start administration requirements for DWP and ESF.
• Undertake initial assessments with customer, update records and book them onto follow-up meetings with their designated Change Coach.
• Sensitively handle customer concerns about joining an employment programme or returning to work.
• Organise and undertake Job Club activities either at central hub or outreach locations (including job search, preparing CVs, talks from employers etc.).
• Support in organising bulk recruitment campaigns for specific employers
• Undertake visits to employers to resolve ‘settling-in’ issues when a customer starts work
• Assist with customers’ employment training needs including travel training.
• Be mindful of health & Safety within the customer’s workplace and actively promote and report (if appropriate) to ensure a safe working environment for all customers.
• Maintain accurate customer records that are compliant with quality procedures
• Support Employment Coaches (EC) in re-engaging with disengaged customers.
• Support EC with additional activities e.g. bus fares, follow-up Did not attends etc.
• Support ECs with mandating paperwork.
• Dealing with day to day responsibilities of the office maintenance (e.g. post, stationary supplies, booking of interpreters/taxis, processing of paperwork).
• Work flexibly, supporting all activities of a team as directed by the Contract Manager.
• Proactively participate in continuous improvement activities to ensure that the service continues to deliver excellent customer service.
• Work from local hubs and community outreach locations to increase service accessibility.
• Work flexibility which may include evenings and weekends as well as being based in different hub locations when required.
• To actively and positively promote Pioneer, its vision and values at all times. To include targeted marketing activities such as networking, attendance at events and public relations activity in line with the Pluss Marketing Strategy.
• Uphold safeguard and promote the organisations values and philosophy relating particularly to ethics, integrity, corporate, social responsibility, equal opportunities and diversity as referenced in the company policy and values standards.
• Responsibility to act on any issues of concern in relation to Safeguarding Adults and Children. This requires adhering to and acting on Pluss policies and procedures.
• Uphold and comply with Data Protection and confidentiality standards.

Competencies

Essential

• Empowers and Inspires Others
• Adaptable and Resilient
• Communication
• Analytical Thinking & Problem Solving

• Emotional Intelligence
• Customer Care
• Planning & Organising
• Team Work

Knowledge, Experience and Skills

Essential

• Demonstrates effective questioning skills, including probing and challenging
• Experience of an outcome driven environment
• Experience in the use of ICT systems
• Understanding of how to affect positive behaviour change

• Experience of working with people with multiple and complex needs
• including health conditions and disabilities
• Experience of working with unemployed people
• Experience of working in a customer service environment
• Knowledge of the barriers to employment and the welfare to work agenda
• Experience of recording customer information on database programmes

Essential

• GCSE or equivalent in English and Maths at grade ‘C’ or above or equivalent qualification or experience
• Willingness to undertake any relevant training in order to develop within the role

• Member of IEP

Other relevant factors

Essential

• Commitment to develop and implement equal opportunities policy and anti-discriminatory practices in employment and service delivery
• Ability to work within Corporate Policy, Procedures and Health & Safety legislation
• Commitment to the Company’s safeguarding protocols

Essential

• Ability to carry out the duties of the job with reasonable adjustments when necessary
• Ability to meet the mobility requirements of the job
• Eligible to Work in the UK status