We are hiring

Job Description: Client Contact Assistant

Location: Clackmannanshire, Scotland

Reporting To: Operations Manager

Job Summary: The Client Contact Assistant will be responsible for engaging with pre-registered clients for our main projects, Multiply and Positive Moves and other projects as required. The role involves securing face-to-face appointments with key workers, following up with clients booked onto courses and workshops, ensuring the successful execution of 1-2-1 appointments, and completing end-of-project client journey surveys.

About Us: Clackmannanshire Economic Regeneration Trust (SCIO) – CERT – is a small, innovative charity established to help Clackmannanshire to become a vibrant place to live where people are happy, healthy, and where opportunities, connections, and support are available for all. CERT have recently completed the delivery of a major Pre-Employability programme in Clacks and are now contracted to deliver part of Positive Moves, the Shared Prosperity Fund People and Skills programme, and Multiply, the adult numeracy programme in Clackmannanshire.

Key Responsibilities:

• Client Recruitment: Reach out to pre-registered clients to schedule face-to-face appointments with key workers.
• Follow-Up: Follow up with clients who are booked onto courses and workshops to confirm attendance and provide necessary information.
• 1-2-1 Appointments: Ensure all 1-2-1 appointments are confirmed and attended by both clients and key workers.
• Client Engagement: Maintain regular communication with clients to address any queries, provide updates, and ensure a positive client experience.
• Data Management: Accurately record client interactions, appointment details, and follow-up actions in the CRM system.
• Reporting: Generate regular reports on client engagement activities, appointment outcomes, and follow-up statuses.
• Collaboration: Work closely with project managers, key workers, and other team members to coordinate client engagement efforts and ensure seamless service delivery.
• Feedback Collection: Gather client feedback to help improve the effectiveness of the engagement process and the overall client experience.
• Surveys: Complete end-of-project client journey surveys to evaluate the overall client experience and outcomes of the engagement process.

Qualifications:

• Proven experience in client engagement, customer service, or a related field.
• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Proficient in using CRM systems and other client management tools.
• Ability to work independently and as part of a team.
• High attention to detail and accuracy in managing client information.

Preferred Qualifications:

• Experience in the charity sector or community projects.
• Familiarity with Clackmannanshire

Personal Attributes:

• Empathetic and client-focused approach.
• Proactive and solution-oriented mindset.
• Ability to handle sensitive client information with confidentiality and integrity.
• Strong commitment to improving client outcomes and supporting community initiatives.

Job Details:

• Type: Part-time, hybrid or office-based.
• Hours: 20 hours per week with flexibility.
• Salary: CERT is a living wage employer £12 per hour
• Duration: Fixed term until 31 March 2025.

Application Process: CERT are looking to recruit a passionate and dedicated individual to work within our clients who can inspire and motivate a diverse range of clients to progress to employment. Applications, including a brief CV and a statement of what you feel you can bring to this post, should be sent to Mark O’Hare at mark.ohare@clacksregen.org.uk by 5pm on 10th June 2023.

Clackmannanshire Economic Regeneration Trust is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.