Customer Support Host - Northampton

AKG Group UK Company:

AKG (UK) EMPLOYMENT LTD

Position Title:

Customer Support Host

Job Level

8

Role Status:

Full time

Reports To:

Business Manager

Roles Reporting to this Position:

n/a

Primary Objective:

Our Customer Support Hosts will play a pivotal role in ensuring every participant (customer) that comes into our office has a good experience of our services.Your job is to deliver exceptional customer service. You will make sure that a friendly, welcoming face is the first thing our participants see when they walk through our door and that they are comfortable for the duration of their stay.

Key Relationships/Interactions

Internal

• Internal Stakeholders within the AKG group for example:
• Quality and compliance
• Customer Excellence Centre
• Health and Safety and Facilities
• Employment Coaches
• Employer Services Team

External

• Local Engagement and Employer Partnerships
• JCP
• External provision to support participants
• Participants

Key Responsibilities

Working under the direction of the local management team and in close collaboration with our local operations team, your will be responsible for:

• Greeting participants visiting our centres, making them feel welcome, ensuring they are directed to their appointment, to a planned activity, or settled with a drink and information on local vacancies or courses to look through while they wait their session.
• Helping to coordinate and host activities for participants. This will include:
  • Job searching sessions
  • ‘Dive into’ sessions where participants can learn about different sectors and job types
  • Job Fairs
  • Partner-led support sessions around areas like money management, cost of living tips, healthy lifestyles, etc.
• Contacting participants who haven’t turned up for their appointments to understand why and to help get them in at the earliest opportunity
• Making sure that all our noticeboards and information areas are up to date so that the latest vacancies or other support opportunities are clearly visible and accessible to our participants.
• Helping to ensure our sites are a safe and healthy place for our participants and staff to visit and work in.
• Proactively promoting an inclusive and respectful culture within our offices where everyone feels listened too, seen, included and respected.

Undertaking any other general support activities as directed by the Business Manager or Senior Employment Coach for the site.

Essential/Desirable Skills, Knowledge and Experience

The successful candidate will need the following skills and competencies:

• A commitment to delivering first-class customer service; an ability to quickly understand what will put our participants at ease and how to best meet or manage their expectations in a way that leaves them feeling seen and served.
• Knowledge of Microsoft Office Suite – and able to pick up other CRM based systems
• Excellent communication skills – the ability to actively listen to participants and to clearly and calmly convey instructions to a diverse range of participants (and colleagues)
• Highly organized. The role is varied, with no two days likely to be the same. You’ll be asked to undertake lots of different tasks and you’ll need to be able to manage these to ensure they all get done on time and to a high standard.
• Innovative and able to problem-solve. You will be able to put your mind to any challenge and to continually think of new ways to improve the way our participants experience our services.

Compliance

• It is the responsibility of all staff to abide by organisational policies to ensure compliance with relevant standards e.g. ISO 27001 (Information Security), ISO 9001 (Quality) and ISO 14001 (Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.

Inclusive Recruitment and Accessibility

• AKG UK is committed to creating an inclusive and accessible recruitment process. We welcome applications from candidates with a range of backgrounds, experiences and working styles. Candidates are encouraged to let us know if they require any reasonable adjustments during the recruitment process. Applicants do not need to meet every desirable criterion to apply; we are interested in relevant skills, potential and values alignment as well as direct experience.