Trainee Virtual Careers Adviser

Location: Ashford Contract: Permanent, Full time Salary: £25,372 per annum Closing Date: 29th July 2024 Interviews Held: 06th Aug

We are looking for Trainee Virtual Careers Advisers to work as part of our National Careers Service team working in our contact centre in Ashford (hybrid working will also be considered working for a minimum of 2 days in Ashford per week).

To apply for this role, no direct experience is necessary, although experience of working in a contact centre or customer service environment is desirable.  Full training and support will be provided.

Main Responsibilities:

  • Respond effectively to telephone calls, and emails/web-chat enquiries in a timely fashion, ensuring that the National Careers Service is fully explained, and customers are supported to a high standard.
  • To obtain and verify client information and eligibility, ensuring all administrative processes are accurately completed in accordance with policy and procedure.
  • Deliver clear and unbiased first-line information and advice to customers, including information about the service in their local area, and access to appointments.
  • Accurately assess the need for and deliver or arrange a full careers information, advice and guidance interview if the customer requires this.
  • To provide clear and unbiased information, advice or guidance on all matters relating to learning and work, including employment, education and training
  • Achieve a range of set quantitative and qualitative targets using a case load management approach and utilising the customer management system (CRM) effectively.

CXK is an award-winning charity that empowers young people and adults to build the skills and confidence they need to move into sustainable education, employment or training.  The National Careers Service provides careers information advice and guidance to help people make decisions about learning, training and work.

Passion, innovation, and integrity are at the heart of our culture.  Therefore, we’re dedicated to bringing together highly skilled people who are passionate about making a difference.  In return, we offer a flexible, professional, and friendly work environment in which staff are truly valued and invested in.

We are looking for excellent communicators who are passionate about supporting others to achieve their goals.   You will be organised, able to work flexibly and confident using the internet and IT.

If you want to make a difference by supporting others and have experience of working with people in retail, customer service, sales, recruitment, education, employability, or something similar, then this could be the role for you!

In return you will receive:

  • Comprehensive training including a fully funded qualification in Careers Information Advice and Guidance.
  • Extensive work shadowing, practical experience, and on-the-job training.
  • All the required support to get to work in our Contact Centre, and to get to know your local area, the needs of our customers and the partners we work with.
  • 30-33 days holiday, plus bank holidays (pro-rata).
  • Membership of a defined contribution pension scheme, with contributions matched by CXK (up to 10% of annual salary depending on length of service).
  • Free personal Life Assurance (3 x annual salary).
  • Flexible working arrangements, including home working.
  • Generous sickness, maternity and paternity leave benefits.
  • Employee Assistance programme (AXA)

Please click here for the full job description and person specification. 

Please note that the hours for this role are 37 hrs per week and will include shifts between 8am and 8pm Monday to Friday, and Saturdays 10am-5pm.

If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Closing date for applications: 9am, 29th July. Interviews will be held on Tuesday 6th August 2024 in Ashford, Kent.

 **Please note that we reserve the right to close this vacancy early if we receive sufficient applications for the role.  Therefore, if you are interested, please submit your application as soon as possible*



To apply for this role, please email a copy of your CV and supporting statement (max 750 words) to

Your supporting statement should address how you meet the requirements of the job description and person specification. Please note that CVs alone will not be considered.

Please include the Job Title and Location of the role you are applying for in your email.

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