Customer Engagement Adviser - Bath & North East Somerset

To be the local CITB engagement adviser in a designated area, building and maintaining an effective network of relationships with employers, providers and local stakeholders. The local adviser plans and delivers engagement activity targeted at employers, local employer groups, training providers, local decision makers, stakeholders and partners to deliver CITB’s strategic and business plans. Advisers are responsible for on the ground delivery of a wide range of CITB support and services initiatives and work responsively to establish new CITB initiatives or to support specific local priorities.

Key Responsibilities

• Lead responsibility for relationships with all registered employers in their locality.
• Support and encourage employers to upskill and train new members of the workforce, providing tailored advice and guidance relevant to the employer’s situation and main activity.
• Support, facilitate and encourage employers to get involved with apprenticeships and preemployment initiatives and making referrals to CITB support or other services as required.
• Deliver activities that will support the employers to make strategic decisions about training in their business such as specialist advice on sector training and delivery of CITB TNAs.
• Devise and deliver activity to proactively engage micro companies and re-engage companies who are not actively involved in skills and training.
• Plan and execute a strategy for engaging local stakeholders. Connecting local partners and networks to employers to enable the achievement of both CITB funded and CITB supported activities.
• Lead responsibility for relationships through employer groups, industry bodies and groups at local levels to ensure that they are aware and know how to access skills and training support from CITB and other organisations.
• Maintain broad, up to date knowledge and understanding of the full CITB offer and the construction sector including an excellent understand of the levy, grant and funding products.
• Escalate queries or seek expert input in the right part of the organisation on a needs led basis.
• Act as a subject matter expert of champion in the team on a needs led basis.
• Represent CITB at meetings, large scale events with employers and stakeholders and on social media channels. Communicate and present the full breadth of the CITB offer and insights/forecasting, adapting, and developing new presentations and materials depending on the needs of the audience.
• Work with customers and colleagues across the business to respond to complex customer queries or informal complaints.
• Maintain accurate records of customer engagement using CRM (other reporting tools as appropriate) provide written narrative and analysis for internal and external audiences.
• Represent the engagement team on internal projects or relationship management meetings as required.

Knowledge and Experience

Essential:

• Proven ability to plan and manage own workload to deliver against a range of priorities
• Demonstrable ability in influencing and negotiation
• Experience of delivering a high-quality service to a range of different customers
• Demonstrable well-developed communication and interpersonal skills
• Demonstrable ability to assimilate complex information and maintain a broad base of sectoral knowledge
• Knowledge and experience of stakeholder and partner management to deliver successful outcomes
• Proven ability to deliver outcomes through collaborative working
• A good knowledge base about Local Government and Central Government skills programmes and their funding mechanisms
• Educated to A-Level standard or equivalent. Equivalent being equivalent qualification level or demonstrable practical experience

Desirable

• Experience of operating across the skills landscape (across various organisations)
• Knowledge and experience working in or with the construction industry
• SFEDI Level 5 Certificate in Professional Business information Services obtained or willing to work towards or demonstrable experience of providing general business support and guidance.
• A working knowledge of CITB products and services to support employers
• Familiarity around FE routes into construction

For general queries regarding your application, please contact CITB HR Recruitment Contact Centre Tel: 0345 241 5364 / 0845 241 5364 email: [email protected]