Support & Engagement Coach

We began as a social landlord providing homes in West Lindsey over 25 years ago and have continued to grow to meet the needs of the customers we serve. Now we provide over 7,000 affordable homes across the East Midlands, Yorkshire and the Humber, deliver education and employment services to over 5,000 people every year through our four learning hubs stretching from Gainsborough to Mablethorpe and offer wider student and accommodation services to over 1,000 students each year in partnership with Universities in Nottingham and Sheffield.

We support people with different services when they need us - offering different homes that meet different needs - including ones for affordable rent, Shared Ownership, people aged 55 and over, supported housing and homes for sale. We offer everything from entry level to higher level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential through our community enterprise’s Riverside Training and CLIP. Our accommodation services for students give people a safe home away from home which offers a safe affordable room with on-site wellbeing, support and events to help them thrive.

Your role is all about helping people see the possibilities, engaging them to sign up to our services that could help them succeed. You will ensure that everyone receives the correct support throughout their individual journey.

As a Support and Engagement Coach, a typical day might include:

• Working with local groups, organisations, partners including universities and support services and internal teams to identify and recruit new people to our services.
• Identify and coordinate new routes to market likely to lead to increased engagement and participant numbers.
• Proactively promote and market our services to ensure people know what we offer, how they can sign up and what they can expect, including management of hub based social channels and local marketing initiatives.
• Provide a clear overview of support needs as part of our warm handover to our wider teams for their continued support.
• Owning the customer support journey for your area, working with customers on an individual and group basis, assessing their skills, barriers and challenges and supporting them to produce a personalised action plan.
• Ensuring the hub is buzzing with activity – leading the customer service excellence on site through hub site management, general site-based administration and preparation for activities every day.
• Ensuring site cover is in place at all times of opening.
• Following up on enquiries, checking in to ensure satisfaction, and supporting when it is not achieved.
• Following up with all participants after attendance, discussing next steps and booking into their next part of their journey.
• Working as part of the wider engagement team to ensure cover at events, all hubs and activities as required.
• Building relationships with a wide range of other local support services to ensure we can offer a full and holistic package of support, meeting all participant and contract needs.

What looks good to us:

• General awareness of health and safety and building management.
• Are comfortable with, and can engage with people both 1-2-1 and in groups.
• Strong communicator with excellent customer service experience and skills.
• Ability to work as a team, under pressure and in a fast-paced environment.
• A good understanding of the barriers faced by people, and the solutions that may be able to benefit them.
• Ability to work collaboratively with others, whether in the same team or external support providers.
• Good IT skills, with an eye for detail that’s second to none.
• You’re a positive, energised and enthusiastic person, with a real zest for helping others.
• Engaging and supporting people is what gets you up every day.
• Nothing makes you happier than seeing someone progress, knowing you helped them get there.
• Resilience. Working in the education, support and employment sectors is a challenging but rewarding career. You’ll be helping to bring real change to peoples’ lives.

What will make you stand out from the crowd:

• Qualification in Mentoring, Advice and Guidance or similar, or a mental health qualification.
• First Aid Trained.
• Ability to deal with challenging behaviour at times.
• An understanding of the different local services available for customers.
• You’re interested in supporting the wider team with our wellbeing activities, learning opportunities or employment support – and have some skills to offer in this area.
• You’ll be adept at change, having got hands-on experience living and breathing new ways of working and knowing how to bring your colleagues along for the experience.

Being part of the Acis team, you’ll get:

• Generous holiday entitlement – 25 days annual leave every year, plus bank holidays (pro rata).
• Pension contributions up to 4%.
• The opportunity to undertake professional training, funded by us.
• One day's paid leave a year for volunteering work (in addition to your Annual leave entitlement).
• Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more.
• Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more!
• Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers.
• Long service awards for our loyal employees.
• Cycle to work scheme.
• Employee Assistance Programme to give you confidential advice and support, when you need it.
• Professional membership subscription to support your continuous professional development.

As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date, so please do not delay in submitting your application. Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and we’re happy to discuss flexible working options with the successful candidate in addition to any aid with interviewing that you might need.