Department: Community Investment & Engagement
Reports To: Officer – Community Investment
Directly Responsible For: N/A
Hours: 37
Overall team / department
The Community Investment Team leads the development and delivery of our community investment programmes, to achieve our corporate plan and create social impact for our customers and their communities. The programmes are delivered through collaboration with external stakeholders, commissioned projects and in-house delivery.
The Customer Engagement Team leads the development and delivery of customer engagement programmes and delivery of the Group’s Customer Engagement Strategy, ensuring customer voice is at the heart of our decision making.
The Service Improvement Team provides the Customer Insight Directorate with central co-ordination of process compliance, performance data and analysis, and continuous improvement activity.
Key role priorities
* The role holder is responsible for developing and delivering a service that provides information and guidance to Livv customers interested in accessing employment or moving into better employment. The service will help customers to access existing external support (including employment support programmes commissioned by Livv) and will identify any gaps in existing services that could be filled through further community investment activities.
Key working relationships
* The role holder is required to work closely with colleagues across Customer Insight to identify and secure referrals from customers seeking employment.
* The role holder is required to work closely with the Officers - Community Investment to identify any gaps in existing employment & skills support provision, and support in the development of activities or programmes to fill these gaps.
* The role holder is required to work alongside then Officer – Customer Partnerships to develop and maintain strong relationships with a range of external employment & skills support providers, ensuring effective referral pathways are in place to support customers to access these services.
* The role older is required to work with the Human Resources Team to support customers to access job roles within the organisation, where appropriate.
Main duties & responsibilities
* Provide support, information and guidance to help customers to access employment, better employment, or move closer to employment (e.g. through removal of barriers, accessing skills and training, etc).
* Manage a caseload of customers, supporting them through a variety of communications channels to meet their requirements (e.g. in-person, telephone, e-mail) and tracking volume of contact with each customer and progress / outcomes achieved.
* Provide signposting and referrals to 3rd party services (including those commissioned by Livv), helping customers to effectively navigate the range of employment support services available to help them achieve their aspirations and move into employment.
* Work with the Human Resources Team to support customers into Livv roles (incl. apprenticeships) where appropriate.
* Build and maintain relationships with external employment & skills service providers, with agreed referral routes and processes.
* Support the Officer – Community Partnership to maintain a directory of external employment & skills support services, incl. service offer and eligibility criteria.
* Work with internal colleagues and external partners to promote the service to our customers and maximise referrals into it, including. having a regular presence in our communities.
* Maintain accurate and complete records of the support provided and progress of each case.
* Produce regular reports to show progress and impact in relation to agreed KPIs - including number of customers supported into employment and moving closer to employment.
* Identify any gaps in existing 3rd party employment & skills support, feeding this back into the Officers - Community Investment to consider what role Livv and/or our partners can play in filling these.
* Identify opportunities to improve processes and feed these to the Officer - Community Investment.
* Represent Livv at external forums and networks as appropriate.
* Stay abreast of best practice in order to deliver continuous improvement of the service.
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* Number of referrals into the service.
* Number of customers supported into employment, better employment or moving closer to employment.
* Number of customers referred into Livv commissioned Employment & Skills support programmes.
* Positive customer feedback on the service received.
* Complete and accurate records of all employment & skills support cases and outcomes achieved.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Formal qualification relevant to area of specialism or equivalent relevant experience – e.g. Information, Advice and Guidance (IAG) (D)
Experience
Experience in providing employment related support (E)
Partnership working with 3rd party service providers (E)
Experience in a customer facing role (E)
Performance monitoring and reporting (D)
Skills, knowledge & ability
Comprehensive understanding of issues and barriers relating to skills and employment (E)
Knowledge of existing employment & skills support providers & infrastructure in Knowsley and Liverpool City Region (E)
Strong communication and interpersonal skills (E)
Ability to adapt to different situations and work effectively with different customers, including those in distress (E)
Ability to advocate for the customer in a professional manner (E)
IT skills, including use of Microsoft Office packages (E)
Personal characteristics
Self-motivated and able to work under own initiative (E)
A confident, empathetic, communicator (E)
Good planning, organising and time management skills (E)
Driven to achieve the results (E)
Customer focused (E)
Other
A flexible approach to hours and locations worked (E)
Able to work and travel independently (E)
Please click here for further details about our commitment to Equality, Diversity & Inclusion