Customer Support Rapid Response Adviser - (Exeter)

Looking for a rewarding customer service role? Join our Rapid Response Team as a Customer Support Adviser and make a real difference every day. The purpose of this role is to engage with customers who have been referred to the Restart Scheme but are not attending their mandatory appointments. You will work closely with these individuals to understand and overcome any barriers to attendance, support their re-engagement with the programme, and help them progress towards sustainable employment.

Where customers cannot be successfully re-engaged, you will identify when formal compliance processes need to be initiated. Working closely with the Customer Administration Team, you will ensure these processes are completed accurately, efficiently, and in line with programme requirements. You'll also be responsible for the administration and compliance of VEX vouchers, ensuring they are processed accurately, efficiently, and in accordance with all relevant compliance standards.

Our ideal candidate will be highly organised and able to manage a high-volume caseload while maintaining exceptional attention to detail and adherence to compliance requirements. You'll have excellent communication and relationship-building skills, with the ability to engage positively with customers and colleagues alike. A proactive approach, resilience, and the ability to thrive in a fast-paced, target-driven environment are essential. This role will be a positive ambassador for Restart and Seetec.

In return for your dedication, knowledge, and commitment, we’re offering a competitive salary range £27,000 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

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: 02 September 2026

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
• Administer the issuing of VEX Vouchers to support our participants where financial support needs have been identified.
• Ensure full compliance during the full issuing process of VEX.
• 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 at least one year’s experience in a customer service or employability focused operational role.
• Strong relationship-building skills, with the ability to develop and maintain positive working relationships.
• IT literate, with experience using Microsoft Office applications, Microsoft Teams, and customer databases/systems.
• Resilient and adaptable, with the confidence to perform effectively in a fast-paced and sometimes high-pressure environment.
• Self-motivated, with the flexibility to work independently and collaboratively as part of a team.
• Skilled in managing high-volume caseloads while maintaining accuracy and attention to detail.
• Committed to consistently meeting quality and compliance standards.

Desirable

• An understanding of the challenges individuals may face when moving into employment.
• Experience of working in a fast-paced, performance-focused environment.
• Knowledge of delivering services in line with defined quality standards and compliance requirements.

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 supports 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.