Customer Experience Adviser in Helston

We’re seeking a dynamic and customer-focused Customer Experience Adviser to be the welcoming face of our team. In this role, you will be the first point of contact for participants and stakeholders, providing a welcoming and efficient service both in person and over the phone. You will play a key part in supporting individuals on their journey to sustainable employment, while ensuring smooth programme transitions and delivering exceptional customer service.

You will facilitate warm handovers from Jobcentre Plus, and complete all necessary start-up administration such as identification checks and initial assessments. You will also support Employment Advisers during periods of absence, organise and deliver job search activities including CV preparation and application support, and build strong relationships with local employers to assist with recruitment events and vacancy campaigns.

Additionally, you will provide ongoing support to participants in work, deliver high-quality administrative support by managing office supplies and maintaining a professional office environment, and handle petty cash payments accurately. We’re looking for someone with proven experience in customer service and administration, ideally within employability, recruitment, or HR.

You will have excellent communication and interpersonal skills, with the ability to build positive relationships, alongside strong organisational skills and attention to detail in a fast-paced environment.

In return for your dedication, knowledge, and commitment, we’re offering a competitive salary of £27,000 p.a. 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, including 3 x salary life assurance
• Annual Pay Review
• Enhanced Maternity/Adoption and Paternity Pay Arrangements
• Free access to BenefitHub
• Refer a Friend Scheme

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 the 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 successful candidate will cover our offices in Penzance and Helston.

Hours: 37 hours a week. Monday to Thursday 8.30 am to 5 pm, Friday 8.30 am to 4.30 pm.

Closing Date: 17 March 2026.

Key Responsibilities

• Promote the Employability programme positively.
• Act as first point of contact for customer enquiries, both by telephone and face-to-face, delivering a professional and welcoming service.
• Conduct welcome/introduction meetings for small groups or individuals (mandatory and voluntary), either face to face or via phone or video call.
• Work with operational colleagues to facilitate the smooth transition from ‘warm handover’ stage to programme start.
• Complete the pre-referral process (warm handover meeting).
• Undertake initial assessments with customers, identifying potential barriers restricting them from moving into employment, update records and book them onto follow-up meetings with their designated Employment Adviser.
• Organise and undertake job search/job club activity on a 1-2-1 or group basis; preparing CVs, support with applications, promoting relevant job opportunities to customers, Reverse Marketing of Participants to employers, etc.
• Develop an understanding of specialist signposting services in the local area/region.
• Source suitable job opportunities within the local labour market and support the Employer Engagement Team with recruitment events and bulk vacancy campaigns.
• Undertake direct marketing to employers using digital media e.g. email, LinkedIn, Facebook, X etc.
• Provide necessary pre-employment support, e.g. travel planning, work wear etc. and maintain ongoing support upon entering employment where required.
• Obtain necessary information from participants to follow prescribed process and a bespoke participant journey, documenting important information for future reference.
• Manage office supplies, including placing and monitoring stationery orders.
• Maintain and update notice boards.
• Ensure the office environment remains tidy, professional, and welcoming.
• Handle petty cash payments to customers and accurately record these payments to customers' files and finance records.
• Support with ad-hoc administrative tasks to meet business needs.
• Undertake any other duties, as required, appropriate to the post.

Skills and Experience

Essential

• Positive, service-oriented attitude with proven experience in a customer service-related role.
• Ability to build, foster and maintain positive relationships with all contact points, ensuring the best possible experience, even with challenging customer conversations.
• IT literate with familiarity of MS Office products and modern digital technologies, i.e. Microsoft Teams.
• Willingness to work without direct supervision or as part of a team.
• Proven experience in administrative roles, ideally within employability, recruitment, or HR.
• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• A good working knowledge of the local labour market in the specified geographical locations.
• GCSE or equivalent in English and Maths at Grade C or above.
• Experience of delivering services to meet contractual and quality standards.

Desirable

• An understanding of the barriers unemployed job seekers face in obtaining a new job.
• NVQ Level 2 or 3 in Business Administration or equivalent.
• Knowledge of the employability industry.
• Experience of working with people in the provision of ‘information, advice & guidance’.
• Full driving license.