Engagement Job Coach – Restart Location: Remote Hours: Full Time 37.5 Hours Monday – Friday Salary: £25,000 Benefits Are you passionate about making a difference in people's lives? Do you thrive in a role where you can combine excellent customer service with your ability to re-engage and support individuals on their journey to success? Join us at Serco as an Engagement Job Coach, and play a pivotal role in delivering high-quality employment support services. About the Role: As an Engagement Job Coach, you’ll manage a variety of customer interactions, providing support to both scheme Participants and Jobcentre Plus (JCP) staff. Your mission is to ensure participants remain engaged and on track, whether through re-engagement activities or by supporting individuals already in employment. You’ll act as a critical touchpoint for participants, ensuring seamless communication and a positive experience. Your key responsibilities will include: Managing inbound and outbound calls to assist disengaged participants and support those in work. Scheduling Warm Handover appointments between JCP Work Coaches and Progression Job Coaches. Acting swiftly to address employment risks by offering solutions, conducting live job searches, or liaising with employers. Maintaining accurate and detailed records of all interactions. Collaborating with internal teams to meet service standards and performance targets. What You Bring to the Team: We’re looking for individuals who are empathetic, solutions-driven, and customer-focused. Ideally, you’ll have: Experience in customer service, preferably in a contact centre or employability sector. A passion for supporting individuals to achieve their potential. Excellent communication and interpersonal skills. The ability to manage multiple priorities with outstanding organisational skills. Proficiency in Microsoft Office tools (Word, Outlook, Excel, PowerPoint). Desirable: Previous experience in the employability sector. Experience in performance-driven environments. Why Join Us? At Serco, we are committed to fostering a supportive and collaborative work environment. You’ll have the chance to make a meaningful impact, helping individuals overcome challenges and achieve sustainable employment. In addition to a competitive salary, we offer: Opportunities for personal and professional growth. A culture rooted in integrity, respect, and collaboration. The chance to be part of a team that’s transforming lives. A Commitment to Safeguarding Serco is dedicated to the welfare of all participants, including children, young people, and vulnerable adults. All successful candidates will undergo an enhanced DBS check as part of our safeguarding measures. If you’re ready to make a difference and help others achieve their career aspirations, we’d love to hear from you. Apply now and be part of something bigger. About Serco At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and InSerco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. Apply Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.