Customer Support Adviser (Rapid Response) in Exeter

Come and join us as a Customer Support Adviser working within our Rapid Response Team.
The aim of the role is to work with customers who have been referred to the Restart scheme but are failing to attend their mandatory appointments. You will work with these customers to try to find a way to re-engage them to attend their appointments and ultimately find sustainable employment.
When a customer cannot be re-engaged you will identify when formal processes will need to be initiated. Working closely with the Customer Admin Team you will ensure these processes are carried out effectively and accurately.
You’ll also be responsible for the administration and compliance of VEX vouchers, ensuring the smooth and efficient processing whilst meeting full compliance.
Our ideal candidate will have the ability to manage high caseloads whilst retaining accuracy and maintaining all set compliance standards. Be able to foster and maintain positive relationships and the ability to thrive in a fast-paced and sometimes high-pressure environment
This role will be a positive ambassador for Restart and Seetec.
Be proud to help our communities build back better, to ensure no one is left behind
In return for your dedication, knowledge, and commitment, we’re offering a competitive salary range £26,500 to £29,585 p.a. (dependent on experience) with these great benefits:
25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
2 Volunteer Days
Company Pension Scheme - 5% Employee 5% Employer
Health Insurance Allowance
Employer Paid Healthcare Cash Plan, incl. 3 x salary life assurance
Annual Pay Review
Enhanced Maternity/Adoption and Paternity Pay Arrangements
Free access to BenefitHub – an online portal with access to a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets
Refer a Friend Scheme
Interested? There’s an easy to apply route below to upload your CV!
If you need any further information, talk to our experienced Internal Recruitment Team on 01702 595200 .
Seetec Group is an employee-owned organisation and we continually pride ourselves on our sense of community, both in the incredible work we do throughout UK and Ireland, and internally with our Employee Owners. People are at the front, centre and heart of every service we provide and each decision we make.
Location: The requirement of this role will be a ‘remote’ service. Based in either one of our Hubs or Homeworking within commutable distance of our Exeter hub
Hours: 37 hours per week
Closing Date: 29 July 2025
Key Responsibilities
Managing a high caseload efficiently whilst maintaining accuracy
Ensuring all compliance standards are met
Utilizing a number of communication methods, though primarily outbound phone calls, email and SMS to engage with our Disengaged Participants
Correct identification and implementation of mandation, UCD603 and UC78e processes.
Work closely with our operational colleagues to provide useful intelligence so we can provide a holistic and collaborative approach to our participants.
Collect and record feedback and information and share with appropriate departments and team members
Achieve personal performance targets (Key Performance Indicators) relevant to the role.
Build a rapport with all contact points, ensuring the best possible experience, even with challenging customer conversations
Skills and Experience
Essential
Positive, service-oriented attitude with a least 1 year of experience in a customer service-related or employability operational role
Ability to foster and maintain positive relationships
IT literate with familiarity of in using a MS Office products and modern digital technologies, i.e. Microsoft Teams and customer databases/systems
Ability to thrive in a fast-paced and sometimes high-pressure environment
Willingness to work without direct supervision or as part of a team
Ability to manage high caseloads efficiently whilst maintaining accuracy
Ability to meet all applicable compliance standards consistently
Desirable
Some understanding of the challenges for participants entering new employment
Some experience of working in a high-performance culture
Some experience of delivering services to specific quality standards
Additional Information
SEETEC is one of the UK’s leading providers of employability and health services, supporting thousands of people to move into employment each year. Committed to empowering people to better their lives, Seetec supports individuals from all walks of life to enter and progress in the world of work. We create and source jobs and opportunities, and by focusing on people’s strengths we raise aspirations and help them overcome their barriers to work and develop the skills that employers are looking for. Together, we open up a world of opportunity to individuals and organisations, supporting them with their aspirations today so they can thrive in the future.
Seetec is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.
Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec support the recruitment of ex- offenders and will not discriminate in any way. Our full policy statement of “Ex-Offenders” can be found on our website under “About us”
Seetec is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.