Engagement & Delivery Coordinator

Reporting to the CST Team Leader, the role is responsible for ensuring all candidates engage following referral, to ensure they understand and benefit from the support and maximise the options available to them. The role covers sending Outreach emails, follow up calls, organising the helpdesk, webinars, coaching appointment, resourcing associates, and monitoring progress and outcomes.

• Ensure all candidates are engaged using the Outreach email process for all clients (except those Identified as needing alternative engagement)

• Clearly communicates the agreed support elements to candidates outlining next steps and expectations
• Carries out follow-up calls until take up achieved
• Ensures high levels of accuracy in the engagement process ensuring all candidates are contacted and engaged within the agreed Service Level Agreements (SLAs) and offered the correct elements of support

• Accurately records information onto RT.net ensuring next steps or follow-up actions are trackable

• Ensures high levels of accuracy in the delivery process providing ongoing contact with candidates to ensure they are maximising their support/progressing to their goals by attending various events etc. guaranteeing no over-delivery of program elements

• Schedules and co-ordinates candidate activity confirming timings, venues and pre work requirements

• Organises and resources all 1:1's workshops/seminars in the London Office and flexible UK locations (via Regus)

• Organises and resources the JSHD, ensuring there is continuous cover and consultant utilisation is high

• Maintains connection with candidates to ensure progress towards their goal

• Responds quickly and effectively to candidate queries or assistance with RightEverywhere, referring candidates to the JSHD for immediate coaching

• Ensures high levels of accuracy in the delivery process ensuring all candidates are contacted regularly and their progress is closely tracked to deliverables to ensure no over delivery

• Actions billable activity where SLA's/clients specifics involve billing on a phased or modular process

• Works closely with colleagues in the CST to ensure consistency of workflow and provides absence/holiday cover as required

• Liaises with CST, HoCDs, Project Managers, BDCs and other colleagues to ensure the delivery process is effective and adheres to specific SLAs

• Attend CST meetings as required with Candidate Support Manager/CST Team Leader

• Complies with reporting systems and core processes for the maintenance and storage of information on Right Management's systems

• Adheres to quality processes to achieve consistency and the sharing of best practice

• Shares ideas and best practice with colleagues, identifies and communicates opportunities to optimize efficiencies and improve the candidate experience

• To take responsibility for own development and career planning and actively partake in career discussions with manager

Criteria

Demonstrated by:

Essential/Desirable

Skills and abilities - MS Office/I.T.

Competent in the use of IT tools Including Word, Excel and Outlook

Good numerical, written and oral communication skills

Professional and efficient coordinator with excellent organizational/administrative skills

Essential

Essential

Essential

Knowledge

Administration

Essential

Experience

Working In a teams

Customer Service

Essential

Qualifications

No specific qualifications required

Personal Attributes

Customer focused with good relationship skills based on the desire to consistently provide high quality service and output

Motivated team player with initiative and ability to handle change and work with colleagues to develop new processes

Patience and persistence with the ability to quickly handle and solve Issues as they arise

Fast working and accurate, shows high levels of attention to detail and takes pride in own work

Task focused and able to prioritise workload

Ability to work under pressure and adapt to change. Flexible approach, particularly during busy periods

A commonsense approach to Issues

Eager to learn and show commitment to work with a high work ethic