Programme Support Executive

Reed in Partnership has been delivering public services since 1998. We are a family-owned company, whose mission has always been to positively transform people and their communities. This is reflected in our services, which we deliver to help people from all backgrounds and circumstances to change their lives for the better.

Working Hours/Pattern:

Full-time, although we would be happy to consider applicants who are looking to work on a part time basis. If you would like to explore this further please discuss this with the talent partner for this role. Please note our ability to accommodate flexible working arrangements will vary from role to role, dependent on business requirements.

Do you have excellent customer service skills and experience?

Have you got experience of using database systems to input and track customer information?

Consider the role of a programme support executive at Reed in Partnership!

What is the role about?

The Programme Support Executive is responsible for coordinating and booking essential support for candidates with specific needs and assisting customers who call the Helpline.

The Programme Support Executive will have strong customer services skills and will be required to work with multiple stakeholders, both internal and external. They will be working with multiple IT systems and will ensure that all administration including any specific KPI's, quality standards and all data recorded, is captured in accordance with the programme's obligations.

Please note this is a hybrid role, you will be required work from your local Reed in Partnership office as well as working from home.

Just some of your day-to-day responsibilities will include:

• Answering phone calls promptly with a professional telephone manner at all times.
• Assist Digitally Excluded Customers: Guide customers through the process of creating and managing online accounts, ensuring they can access and utilize our services effectively.
• Complaint and Query Handling: Address customer complaints and queries in a timely and professional manner, providing accurate information and solutions.
• Ensuring prompt and effective contact and responses to all commissioners, Reed in Partnership staff, partners, and external organisations when requested.
• Updating daily records on call activity, outcomes and any other performance metrics as specified by your line manager.
• Achieving and exceeding, daily, weekly, and monthly performance and productivity targets e.g. DVSA KPIs linked to candidate wait time.
• Communicating high quality written information with a variety of internal and external stakeholders across Reed in Partnership

What's in it for you?

A generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development and progression opportunities. You will have access to the range of Reed in Partnership benefits, which include:

• 25 days annual leave (pro-rata for part time) plus statutory bank holidays
• Reed Pension Scheme
• Award Winning Management & Leadership training
• Professional & Personal Development Funds
• Bi-annual pay reviews
• Plus much more!
• With the chance to dramatically make a difference to the local community, this role offers immense job satisfaction.

At Reed in Partnership, we live and breathe our values in every decision and action taken, resulting in a collaborative and enjoyable culture within our offices. Our company values - we are fair open and honest; we take ownership, and we work together.

To be successful in this role, we are looking for someone with:

Essential Attainment:

• Experience of working effectively in a team within a customer service, office-based environment.
• Demonstrable experience of delivering high quality customer service.
• Experience of working in a fast-paced environment.
• Experience of using database systems to input data and track progress of customer/potential customers.
• A minimum of 2 A-Levels or an equivalent Level 3 Diploma.
• GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification). OR achievement of a Level 2 in Literacy Assessment at interview stage.

Desirable Attainments:

• Experience of working in a call centre environment.
• Intermediate proficiency in Microsoft Excel.

We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity. We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.