Customer Engagement Support Advisor Scotland (Remote)

Location: Remote

Target Salary: £36,050

Working Hours: 35 hours Monday to Friday, hours will be agreed on a weekly basis between 7am – 7pm.

The Engagement team delivers support to CITB registered employers to engage with CITB support and products and to train and upskills their workforce. This role is focussed on making proactive contact with companies who are currently engaging with CITB, particularly micro companies.

The post holder will make contact, primarily by phone with companies, research companies to ensure we have up to date contact information and make referrals to other CITB teams to ensure customers can receive the support they need.

Responsibilities will include:

• Be responsible for target driven activity that increases engagements with CITB registered employers.
• Research companies using CITB systems and internet search to learn about a company prior to contact.
• Manage a schedule of account contact with employers in line with business requirements.
• Plan workload to ensure customers are contacted in line with team KPIs.
• Ensure employers have an understanding of how CITB can support them.
• Working collaboratively across CITB, making referrals and arranging support for customers from NEST Advisors, Engagement Advisors and the Levy or Grant team.
• Use a sophisticated approach to understand the needs, goals and challenges of employers, and demonstrate the value that CITB can provide to them in order to set quality appointments and generate new business.
• Share sales best practice, knowledge and experience with your wider team, helping to build skills and experience for team success.
• Maintain up to date knowledge and understanding of the CITB in order to refer customers to Engagement or product colleagues, to enhance the customer experience.

Benefits:

• 33 days holiday per year (Including bank holidays)
• Flexible benefits including childcare vouchers, cycle to work and insurance
• Pension scheme
• Employee discounts
• Long service awards
• CITB recognition scheme
• Employee assistance programme

Lorraine.Richardson@citb.co.uk

For general queries regarding your application, please contact our customer contact services CITB-recruitment-enquiries@gov.sscl.com or 0345 241 5364