Digital Advisor

(Fixed term appointment 12 months with possibility of extension depending on funding)

Salary – starting salary £21,000 to £24,960 (depending on experience)


Job Description

Purpose of Post:

To creatively engage individuals looking for work and provide tailored employment support, information and guidance. Utilising digital/online/telephony. Also support those in work to progress within employment.


 Advisers will work between home and Newcastle base each week and operate on a digital basis solely. Therefore, the successful applicant will need to have a safe and confidential place within their home to deliver video calls etc. 

Key Objectives:

  • Responsible to their Project Lead for the effective achievement of project aims, objectives and targets

  • Accountable for managing personal targets and resources

  • Provide a flexible online approach to engagement and case management of workless individuals or those looking to progress

  • Deliver a quality service, providing support, advice and guidance through digital and telephone channels in order to assist project customers

  • To promote the project effectively and innovatively to a range of people through both online and traditional routes which may include organisation and attendance of events

  • Deliver high levels of engagement and retention of digital customers through responsive customer focused support

  • Develop and deliver on behalf of the project lead a responsive support to unemployed & under employed people via a ‘Virtual Service’ using various communications tools

  • Encouragement of customers to take control of their own progression while using a range of digital and online products

  • To facilitate the delivery of interventions that are no less intensive than a ‘face to face’ delivery model

  • Contribute towards the further development of the project offer by gaining insights to customer preferences, attitudes, behaviours and expectations of the service


Key Tasks:

  • To provide effective information, advice and guidance to a broad range of individuals

  • Provide regular and ongoing case management on a 1-2-1 basis via digital and telephone mediums, including video-based tools such as Skype/ Facetime which supports and challenges clients

  • Facilitate access to a range of internal and external digital services including CV writing, application writing and other services required as necessary depending on the individual customer needs

  • Facilitate and support individuals to apply for and enter work, once employed provide an effective aftercare service to sustain employment

  • Effectively communicate and maintain engagement with individuals on programme, meeting or exceeding minimum service levels required

  • Co-ordinate and promote a range of vacancies to customers through various mediums

  • To work across the programme with internal and external partners to meet targets and develop the service

  • To monitor and review own caseload and seek performance improvements

  • Effectively coordinate a range of interventions around the customer including external face to face support where needed from specialist service providers (e.g.) National Careers Service, Colleges and training providers, health and housing support services

 Key Responsibilities:

  • Ensure all contractual requirements are met

  • Promote service to both colleagues and new customers

  • Identify the key barriers of participants through clear accountable diagnostics

  • Be accountable for tracking and providing post-employment support to maximise outcomes

  • To support customers’ continued personal and skills development, working to address any training or development needs and accessing mainstream resources and any other appropriate service available

  • To case manage customers throughout their journey from inactivity to employment

  • Work digitally, utilising social media, email, telephone, text messaging and online chat services

  • Build up and maintain a wide working knowledge of the local labour market and opportunities for training to benefit workless individuals

  • Achieve employment targets around engagement of customers into sustainable work

  • Be accountable for accurately recording, reporting and monitoring customer progress and journey into and during employment using a customer management database

  • Be an ambassador for Newcastle Futures and attend events and meetings, deliver presentations to promote the project offer

  • To coach and prepare the customer for job interviews, support with application completion and increase their IT literacy

  • Be responsible for own administration and record keeping, capture this information in appropriate paper and electronic based systems as required, and assist in the collection and interpretation of monitoring information, including customer and stakeholder feedback, in accordance with the funders requirements

  • Build up and maintain a wide knowledge of the needs of the customers using the service

  • To develop and implement innovative and creative ways to improve the service

  • Update and contribute to the development of Newcastle Futures Web site for marketing and promotion of all services.

  • To deliver on a wide variety of Digital Contracts which can include direct advice and support, triage or supporting new projects as they emerge.

The above is not exhaustive and the post holder will be expected to undertake any duties which may reasonably fall within the level of responsibility and the competence of the post as directed by the Digital Team Manager Neale Brown.

 For more information contact Neale Brown - Tel 0191230297

Person Specification - Essential

  • Excellent oral and written communication skills 

  • Able to work alone and alongside colleagues and partners

  •  Able to manage own time and demonstrates maintained excellent customer outcomes in a performance driven environment

  •  Ability to utilise both online/social media and telephone communication methods to achieve results

  •  Knowledge of current labour market

  •  Ability to understand barriers affecting unemployed people employment especially those with multiple barriers to work/no experience of employment


Person Specification - Desirable

  • Understanding of partnership working


Qualifications - Essential

  • A recognised IT qualification and English at C grade or above (New grading system 4 or higher) 

  • Excellent IT skills including use of Microsoft office, Google products, Google hangouts, Skype, Facebook and Twitter


Qualifications - Desirable 

  • NVQ Level 3 or 4 in Advice and Guidance


 Experience - Essential 

  • Able to communicate effectively with a diverse group of people

  • Working in a high-performance environment

  • Working in a customer service or sales role 

  • Uses initiative in developing new innovations or approaches


Experience - Desirable 

  • Experience of partnership working with statutory and voluntary bodies

  • Experience of creative approaches to marketing products and services digitally

  • Experience of working in a shared of virtual services environment

  • Experience of social media management

  • Experience of creating social media

  • Experience of analysing social media reporting and analytics     



 The ideal candidate will be/have:

  • Highly adaptable in order to work in a dynamic environment 

  • Able to work to tight deadlines and manage own workload 

  • High personal standards of integrity and probity including a commitment to equal opportunities 

  • Committed to high levels of customer care 

  • Committed to equal opportunities in service delivery and employment 

  • Proven ability to effectively manage a significant caseload of young people maintaining high levels of customer satisfaction, engagement and performance

  • Ability to integrate and work as part of a wider virtual team