Customer Service Advisor (NCS)

To ensure a high standard of customer service is provided to all customers, both via the telephone and when needed in face to face / reception settings, to manage incoming calls from stakeholders, to manage email inboxes.

Who Are We?

At Futures, we support people and businesses to develop, grow and be the best they can be. Rated by Ofsted as Outstanding, all of our services are clear, enterprising and bespoke.​ We are leading a change in career support that focuses on the whole person not just the job applicant. There is more to life than just a career. So, our mission is to be at the forefront of careers advice, skills and support that turn ambition into a successful career and fulfilling life.  

At Futures, our company-wide values: underpin who we are and what we do and it is essential that all colleagues share these. 

• Have passion
• Do the right thing
• Make a difference

Join our team and help us make a difference to people’s lives.

Role and Responsibilities:

• To be the first point of contact for customers/ stakeholders accessing National Careers Service and Futures helplines
• Daily monitoring of email inboxes and the prompt response to enquiries
• The booking of customer appointments using web-based booking systems
• Providing cover for reception staff as required in any Futures offices – to include welcoming clients, answering calls, booking appointments, and supporting customers with form filling, if required
• To maintain databases ensuring efficient and accurate data input
• Ensuring the working environment including customer service areas and meeting rooms are kept clean and tidy
• Providing administrative support to National Careers Service Advisers 
• Contributing to team effort by accomplishing related results as needed
• To work with Contract Managers and Communications team to create a welcoming approach via phone lines and in centres
• Ability to promote other Futures services and Contracts as required

What can we offer?

1. Pension Plus Plan: Automatic enrolment into the People’s Pension scheme with 5% employer contribution and 3% employee contribution
2. Holidays: Year 1 = 25 days Annual leave + 8 Bank Holidays, Year 5 = 30 days after 5 years, Year 10 = 33 days
3. Westfield Health insurance: Covers optical and dental appointments plus 24/7 counselling and advice
4. Westfield Rewards: Access to special offers on goods and services from 450 leading online and high street retailers
5. Holiday Plus: Opportunity to buy additional leave after a year’s service
6. No Claims Bonus/Excess Insurance Protection Scheme: Provides a measure of compensation for Loss of Bonus or payment of Excess
7. Flexible Working: Offering a better life/work balance
8. Travel Schemes: Schemes with Nottingham City Transport and Tram network to provide discounted rates for regular bus and tram travel

Futures is supportive of job share working arrangements wherever possible. If this were something you are interested in, we would encourage you to discuss this during the selection process.

Disability Confident

As a Disability Confident employer, we undertake to interview disabled people who meet the minimum essential criteria as detailed on the person specification. If you have a disability please make this known in your application. 

Job Reference: VAC001

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and we expect all staff to share this commitment and undergo appropriate checks prior and during employment.

Please submit your CV and a supporting statement which matches your skills to our Person Specification which you can find on our Job Description to recruitment@the-futures-group.com

Your supporting statement will be used for shortlisting so please ensure to attach this to your application!