PERSONAL ATTRIBUTES
ESSENTIAL
Demonstrable customer care skills
Ability to communicate effectively with customers, staff and stakeholders in plain, easy to understand English and/or Welsh, both in writing and verbally
Demonstrable commitment to equality and diversity and a genuine desire to help people
Ability to work as part of a team and build and maintain effective and supportive relationships with peers and partners
A creative and innovative approach to engagement
DESIRABLE
Effective Leadership Skills
QUALIFICATIONS AND RELEVANT TRAINING
ESSENTIAL
Relevant Level 3 or above qualification
DESIRABLE
Degree or professional qualification in a relevant field
ECDL or equivalent IT qualification
RELEVANT EXPERIENCE
ESSENTIAL
Experience of providing support and mentoring either in an employment based or similar intensive support service.
Experience of working with customers who are experiencing poverty and barriers to employment.
Experience of assessment and development of action plans and their implementation for customers.
DESIRABLE
Experience of joint working with statutory and voluntary agencies.
Experience of working with hard to reach customers with multiple needs.
SKILLS AND SPECIALIST KNOWLEDGE
ESSENTIAL
An understanding of customer service in a service delivery setting
Understanding of performance management and monitoring processes
An understanding of support needs of long term unemployed and economically inactive people, families and single customers.
Knowledge of related services provided by the statutory and voluntary sector
Understanding of confidentiality and data protection issues.
Knowledge of equality, diversity and inclusion
Knowledge of required software programmes, such as Microsoft Office
DESIRABLE
Thorough and up to date knowledge of employment and benefit issues.
Understanding of welfare reform and the implications for customers.
LANGUAGE REQUIREMENTS
ESSENTIAL
Listening and Speaking - Higher Level
Able to follow a conversation or discussion through the medium of Welsh and English on a professional level and discuss general day to day topics in the field in order to present information and express opinions. Able to give a pre-prepared presentation and respond to any comments and questions on it in Welsh or English.
Reading and Understanding - Higher Level
Able to understand standard written Welsh and English; both formal and informal. Able to gather information from various sources such as letters, reports, articles through the medium of Welsh and English in order to fulfil the post.
Writing - Higher Level
Present written information confidently by letter, more detailed and technical report formats, and respond to written requests conveying information, ideas and opinion in Welsh and English (help is available to check the work).
