A career at We Are Group

Employees from We Are Group Smiling and Clapping

Are you thinking about a career at We Are Group? Here are a couple of things that are worth considering.

Let’s not start with the terms and conditions because if that’s the first thing you are looking for, then maybe we are not the right company for you. We really care about our staff and offer a competitive package, but first and foremost, we want people who embrace what we do, and that is to help people live their lives more confidently.

We are a Social Impact company, which means we believe in delivering services that have a positive impact on society, and that’s what our investors think as well. Our company is supported by Angel investors and some of the biggest Social Impact investors, both in the UK and Europe. This rich mix provides unique support and challenges. It’s almost like Dragons Den and you get all four dragons backing you.

What to expect

We are seeing significant growth. Last year, we increased our team by 50%, and we don’t see that slowing down anytime soon, so we experience occasional growing pains. But the good news is that you can be part of helping us grow up and shaping the future of the company.

If you are looking for a Tech role, then you are going to be pleased to hear that we are working with world-class software to develop a revolutionary solution that will change the whole way welfare support can be delivered in both the UK, but also abroad. The fun won’t be limited to just the tech space, there are lots of other job opportunities.

How we work means we distribute a significant amount of our funding back into the community, including 3rd sector, national charities, or smaller local community groups. Imagine how proud you will feel when you have helped a community group be part of a national programme that is delivering social impact across the UK.

Our office is based in the UK’s fastest growing City – Coventry. We are investing in a new office space, think trendy and new but not outlandishly expensive. Unfortunately, the wish for a slide in the office was voted out, but we will have a decent coffee machine to make up for it.

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Work Environment

We Are Group Employees Smiling

As you would expect, we fully support Working from Home, but we do like to see you in the office now and then, so you can feel the buzz, meet your colleagues and make use of our new coffee machine.

In our job advert, you won’t see the usual “we welcome applications from xx” phrase. That is because we welcome all applicants. Just visit our office to see the diversity in our teams in action. Why not read what our team have to say, and rest assured, they also tell us when things are not going right.

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Peter Hirst,

Head of Projects

"Since joining We Are Group I've felt nothing but support, inclusivity and pride. I've worked many roles over my career and for the first time can proudly say it's the best role I've ever taken, with the CEO truly caring about social impact, I truly feel a part of the We Are Group family."

Read Peter's Story

Sofia-Website

Sofia Jones,

Marketing Campaign Executive

"Coming into a new business, is always daunting especially with not knowing anyone but I have never felt more welcomed or supported like I have since joining the company. Like a puzzle piece, I feel like I have fitted in the perfect spot and I look forward to growing within the company and creating a lot more social impact. "

Read Sofia's Story

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Bilal Shad,

Customer Service Agent

“Everyone is easy-going and nice. The team and I share a lot of common interests, like football. You’ll find some good friends. It’s really easy to integrate.” 

Read Bilal's Story

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Peter Hirst,

Head of Projects

"Since joining We Are Group I've felt nothing but support, inclusivity and pride. I've worked many roles over my career and for the first time can proudly say it's the best role I've ever taken, with the CEO truly caring about social impact, I truly feel a part of the We Are Group family."

Read Peter's Story

Sofia-Website

Sofia Jones,

Marketing Campaign Executive

"Coming into a new business, is always daunting especially with not knowing anyone but I have never felt more welcomed or supported like I have since joining the company. Like a puzzle piece, I feel like I have fitted in the perfect spot and I look forward to growing within the company and creating a lot more social impact. "

Read Sofia's Story

Bilal-Website

Bilal Shad,

Customer Service Agent

“Everyone is easy-going and nice. The team and I share a lot of common interests, like football. You’ll find some good friends. It’s really easy to integrate.” 

Read Bilal's Story

1. Digital Skills Trainer

About We Are Group:

A Social Impact Company whose whole reason for being is to deliver positive outcomes for our learners allowing them to better their lives and future potential by having access to digital and online services.

We believe in introducing everyone to the digital world - going online, accessing services, products, and advice - one click at a time. If we can get people online, show them a new way, and guide them towards advice - we know we can help them unlock a more secure future. We believe in social impact. In fact, so much so, we’ve had Social Impact written into our charter: If there is no impact, we’re not even allowed to start the work.

It means so much to us. We believe in bringing together education and technology to create opportunity and a future. When people unlock life chances, they bring more value to a whole community.

What do our trainers do:

Every year thousands of people across the UK get help from one of our trainers. People like you helping people with everyday digital-related problems.

We get people online, get them the right advice and show them where they can get the help they need. The support could be teaching basic digital skills, financial inclusion or assisted digital where we support the learner to complete online forms.

The work really makes a difference to the learner and helps empower and upskill them.

About the role of a Digital Skills Trainer:

  • Support the learner either face to face, virtually or on the telephone
  • Assist learners one to one or in a group
  • Assisted Digital- Complete forms for the learner
  • Digital Inclusion- Train the learner and help upskill digital/ online skills
  • Financial Inclusion- train the learner on online banking
  • Ensure the learner goes away confident

About you:

  • Experience working with vulnerable adults either through local authorities, local council, government or volunteering
  • Proficient in using Microsoft Office, internet and other digital platforms
  • High level communication both verbal and written
  • Someone who is patient and understanding of learner needs
  • BPSS clearance or ability to gain clearance is essential

Apply now for the role of a Digital Skills Trainer

2. Full Time Customer Service Agent - Energy and Debt Advice

Location: Friars House, Coventry / Hybrid
Hours: Full Time (37.5hours)
Reports To: Contact Centre Team Leader

Salary: £23,400 per annum

About the Contract:
We Are Group have an exciting new contract and partnership to provide dedicated expert advice and support to individuals facing energy and debt challenges. This aligns with our own vision of a world where ‘no one is left behind’. In the changing energy world this service is key in providing targeted support.

The Role:

We're looking for proactive, independent thinkers to help us deliver high-quality, impactful support to those who need it most. As a Customer Service Advisor, you'll be more than just a voice on the phone. You'll be a trusted advisor, a problem solver, and a "mini partner" to those you support. This role isn't about following scripts, it's about understanding each customer’s unique situation, offering tailored advice, and proactively reaching out to those who need us most. The role will provide excellent quality advice to customers to ensure they are satisfied and give a score of 10 out of 10 on the service provided.

Customer Satisfaction is at the heart of the role. CSAs will have access to a performance bonus that will reward a combination of calls made and successful outcomes as judged by independent assessment.

Key Responsibilities:

  • Proactive Engagement: Make outbound calls to individuals seeking energy and debt advice, not just waiting for the phone to ring.
  • Advisory Focus: Provide personalised guidance based on each customer's circumstances, thinking independently to offer the best support.
  • Triage & Support: Identify customer needs quickly and efficiently, resolving queries where possible or signposting to the appropriate support services.
  • Relationship Building: Develop strong connections with customers, internal teams, and external partners to ensure seamless support.
  • Accurate Record-Keeping: Maintain detailed, accurate notes in our CRM system, ensuring data integrity and compliance with GDPR.
  • Performance-Driven: Work towards individual and team CSAT (Customer Satisfaction) targets, contributing to the overall success of our services.
  • Continuous Improvement: Identify opportunities to improve processes, enhance customer experiences, and contribute to operational excellence.

 

Safeguarding Responsibilities:

React, record, and report any safeguarding concerns per the Company Safeguarding Policy, using the Safeguarding Report Form and informing the DSL or DSO.

What We're Looking For:

  • Background in utilities and debt advice.
  • Experience supporting vulnerable individuals
  • Experience working in a contact centre or customer service environment
  • Strong communication skills with the ability to build rapport quickly
  • Independent thinker with a proactive, solution-focused approach
  • High attention to detail and excellent written/verbal communication
  • Comfortable working in a fast-paced environment with competing priorities
  • Understanding of CSAT as a measurement of service delivered
  • Proficiency with Microsoft Office and Salesforce or other CRM systems
  • Understanding of data privacy and confidentiality protocols
  • BPSS clearance or ability to obtain it

Why Join Us?

  • Make a real difference in people's lives
  • Hybrid working model with flexibility
  • Supportive, collaborative team environment
  • Opportunities for professional growth and development
  • Be part of a team where your ideas and contributions truly matter
  • Individual performance linked to overall CSAT
  • Performance bonus linked to personal achievement and outcomes

Ready to Make an Impact?
If you're passionate about helping others and thrive in proactive roles, we'd love to hear from you.

Apply Now!

 

3. Part Time Customer Service Agent - Energy and Debt Advice - 20hrs Per Week

Location: Friars House, Coventry (Hybrid)
Hours: 20hrs per week. Monday – Friday 10am – 2pm
Reports To: Contact Centre Team Leader

Salary: £23,400 pro rata

About the Contract:
We Are Group have an exciting new contract and partnership to provide dedicated expert advice and support to individuals facing energy and debt challenges. This aligns with our own vision of a world where ‘no one is left behind’. In the changing energy world this service is key in providing targeted support.

The Role:

We're looking for proactive, independent thinkers to help us deliver high-quality, impactful support to those who need it most.As a Customer Service Advisor, you'll be more than just a voice on the phone. You'll be a trusted advisor, a problem solver, and a "mini partner" to those you support. This role isn't about following scripts, it's about understanding each customer’s unique situation, offering tailored advice, and proactively reaching out to those who need us most. The role will provide excellent quality advice to customers to ensure they are satisfied and give a score of 10 out of 10 on the service provided.

Customer Satisfaction is at the heart of the role. CSAs will have access to a performance bonus that will reward a combination of calls made and successful outcomes as judged by independent assessment.

Key Responsibilities:

  • Proactive Engagement: Make outbound calls to individuals seeking energy and debt advice, not just waiting for the phone to ring.
  • Advisory Focus: Provide personalised guidance based on each customer's circumstances, thinking independently to offer the best support.
  • Triage & Support: Identify customer needs quickly and efficiently, resolving queries where possible or signposting to the appropriate support services.
  • Relationship Building: Develop strong connections with customers, internal teams, and external partners to ensure seamless support.
  • Accurate Record-Keeping: Maintain detailed, accurate notes in our CRM system, ensuring data integrity and compliance with GDPR.
  • Performance-Driven: Work towards individual and team CSAT (Customer Satisfaction) targets, contributing to the overall success of our services.
  • Continuous Improvement: Identify opportunities to improve processes, enhance customer experiences, and contribute to operational excellence.

Safeguarding Responsibilities:

React, record, and report any safeguarding concerns per the Company Safeguarding Policy, using the Safeguarding Report Form and informing the DSL or DSO.

What We're Looking For:

  • Background in utilities and debt advice.
  • Experience supporting vulnerable individuals
  • Experience working in a contact centre or customer service environment
  • Strong communication skills with the ability to build rapport quickly
  • Independent thinker with a proactive, solution-focused approach
  • High attention to detail and excellent written/verbal communication
  • Comfortable working in a fast-paced environment with competing priorities
  • Understanding of CSAT as a measurement of service delivered
  • Proficiency with Microsoft Office and Salesforce or other CRM systems
  • Understanding of data privacy and confidentiality protocols
  • BPSS clearance or ability to obtain it

 

Why Join Us?

  • Make a real difference in people's lives
  • Hybrid working model with flexibility
  • Supportive, collaborative team environment
  • Opportunities for professional growth and development
  • Be part of a team where your ideas and contributions truly matter
  • Individual performance linked to overall CSAT
  • Performance bonus linked to personal achievement and outcomes

 

Ready to Make an Impact?
If you're passionate about helping others and thrive in proactive roles, we'd love to hear from you.

Apply Now!

4. Part Time Customer Service Agent - Energy and Debt Advice - 10hrs Per Week

Location: Friars House, Coventry (Hybrid)
Hours: 10hrs per week. Monday – Friday 6pm – 8pm
Reports To: Contact Centre Team Leader

Salary: £23,400pro rata

About the Contract:
We Are Group have an exciting new contract and partnership to provide dedicated expert advice and support to individuals facing energy and debt challenges. This aligns with our own vision of a world where ‘no one is left behind’. In the changing energy world this service is key in providing targeted support.

The Role:

We're looking for proactive, independent thinkers to help us deliver high-quality, impactful support to those who need it most. As a Customer Service Advisor, you'll be more than just a voice on the phone. You'll be a trusted advisor, a problem solver, and a "mini partner" to those you support. This role isn't about following scripts, it's about understanding each customer’s unique situation, offering tailored advice, and proactively reaching out to those who need us most. The role will provide excellent quality advice to customers to ensure they are satisfied and give a score of 10 out of 10 on the service provided.

Customer Satisfaction is at the heart of the role. CSAs will have access to a performance bonus that will reward a combination of calls made and successful outcomes as judged by independent assessment.

Key Responsibilities:

  • Proactive Engagement: Make outbound calls to individuals seeking energy and debt advice, not just waiting for the phone to ring.
  • Advisory Focus: Provide personalised guidance based on each customer's circumstances, thinking independently to offer the best support.
  • Triage & Support: Identify customer needs quickly and efficiently, resolving queries where possible or signposting to the appropriate support services.
  • Relationship Building: Develop strong connections with customers, internal teams, and external partners to ensure seamless support.
  • Accurate Record-Keeping: Maintain detailed, accurate notes in our CRM system, ensuring data integrity and compliance with GDPR.
  • Performance-Driven: Work towards individual and team CSAT (Customer Satisfaction) targets, contributing to the overall success of our services.
  • Continuous Improvement: Identify opportunities to improve processes, enhance customer experiences, and contribute to operational excellence.

Safeguarding Responsibilities:

React, record, and report any safeguarding concerns per the Company Safeguarding Policy, using the Safeguarding Report Form and informing the DSL or DSO.

What We're Looking For:

  • Background in utilities and debt advice.
  • Experience supporting vulnerable individuals
  • Experience working in a contact centre or customer service environment
  • Strong communication skills with the ability to build rapport quickly
  • Independent thinker with a proactive, solution-focused approach
  • High attention to detail and excellent written/verbal communication
  • Comfortable working in a fast-paced environment with competing priorities
  • Understanding of CSAT as a measurement of service delivered
  • Proficiency with Microsoft Office and Salesforce or other CRM systems
  • Understanding of data privacy and confidentiality protocols
  • BPSS clearance or ability to obtain it

Why Join Us?

  • Make a real difference in people's lives
  • Hybrid working model with flexibility
  • Supportive, collaborative team environment
  • Opportunities for professional growth and development
  • Be part of a team where your ideas and contributions truly matter
  • Individual performance linked to overall CSAT
  • Performance bonus linked to personal achievement and outcomes
Ready to Make an Impact?
If you're passionate about helping others and thrive in proactive roles, we'd love to hear from you.

Apply Now!

5. Customer Success Manager

 

Hours:             37.5 hours per week
Location:         Friars House, Coventry / Hybrid
Reports To:     Chief Operations Officer

 

JOB PURPOSE

Responsible for ensuring that clients are satisfied with the delivery of services they receive and getting the most out of the services that are offered by We Are Group. You will work on assigned contracts to lead and maintain the ongoing client relationships for recurring services, during the lifecycle of the contracts, from onboarding to renewal, ensuring our internal commitments are delivered, executed with excellence and profitably, and that the client outcomes are achieved.

CORE ACCOUNTABILITIES

Stakeholder Management

  • Discussing business and contract requirements with Clients and business.
  • Developing strong internal department relationships to facilitate the optimum delivery of contracts.
  • Arranging, leading, and participating in regular and ad-hoc meetings with internal staff and external clients.
  • Develop and build client relationships to maintain support, communicate progress / challenges and encourage a collaborative approach.

Finance

  • Work closely with the Accounts team, to ensure the most effective use of We Are Group’s resources and that all finances are properly accounted for, for end-to-end delivery on the contract.
  • Identifying ways to make cost reductions to help increase the business profitability
  • Manage and report costs across all clients to Finance team to ensure accurate spend is recorded against each contract on a weekly and monthly basis and targets met.
  • Understanding all the costs and revenue on your contracts to ensure that we agree with all the numbers on a regular basis, what charges have come through and why, and what the revenue projections are looking forward.

Customer Success (Contract/Service Delivery)

  • Responsible for improving client satisfaction and maintaining client communication.
  • Responsible for the tracking and measuring of customer satisfaction via a net promoter score for your contracts.
  • Serve as the primary contact (where required) and client liaison during delivery of service, maintaining contact with the client at all required levels.
  • The ability to review delivery methods to reflect the changing needs of the client and or customer base.
  • Investigate any arising contract queries where requested.
  • Produce and implement dated task plans for all stakeholders to ensure contracts are delivered to cost, quality, outcome, and time targets.
  • Have the ability to understand complex statistical data and produce reports in a format that is understood by the intended audience.
  • Maintain risk and issue records, lessons learned logs and any other relevant documentation
  • Draft and communicate weekly, monthly, or quarterly reports to the client where required and present status updates at key meetings either remotely or in-person.
  • Undertake Quality Assurance Assessments as deemed necessary by the business
  • Ensure all IT systems are accurately maintained including monitoring spreadsheets, referral logs and email accounts
  • Support the Business Development Team to build positive relationships to ensure the success of contracts
  • Collaborate with the Marketing team to design and implement controlled and monitored marketing campaigns: assess success and ensure appropriate coverage
  • Collaborate with the Head of Product to ensure any new services are prepped and made available in the correct manner to allow for BAU delivery and also for you to feedback to the Head of Product any service improvements/feedback received.
  • Building positive relationships with all departments to ensure they understand all contracts, the importance of them and positively overcoming any issues faced.
  • Ensuring there are no single point of failures on contracts and working with colleagues to ensure cover is available.
  • Ensure that you work closely with all relevant departments to prepare and if needed present Monthly Account Review Meetings (MARS) to the Senior Leadership Team (SLT)
  • Ensure that you play an active part in the bid preparation process for tenders that are deemed to fall within your knowledge base
  • Performance
  • Work towards individual and team targets set
  • Evaluate performance by analysing and interpreting data and metrics
  • Develop and monitor quality metrics to ensure contract success.
  • Identify areas of underperformance and support team members with restorative action where required.
  • Liaise with relevant teams to produce end of contract evaluations aimed at encouraging renewal of contract or repeat business.
  • Work with Technology and Data teams to identify opportunities to improve efficiencies of systems.
  • Inputting and contributing to any social impact initiatives.

Operational Excellence

  • Work with all departments to identify opportunities to improve efficiencies of systems
  • Participate in operational excellence activities

Team Management (where applicable)

  • Responsible for the day-to-day management of direct reportees 
  • Create and maintain a positive culture that attracts, retains, and motivates top quality team members.
  • Manage and motivate teams to ensure targets are met or exceeded.
  • Lead and drive all team members to encourage maximum performance and dedication in an increasingly target-driven business
  • Ensuring team members understand their role within the plan and are empowered and trained to succeed in their role, and all risks and interdependencies are effectively managed
  • Responsible for performance management of team (e.g., setting objectives and reviewing KPIs) and managing through documented one-to-one meetings.
  • Support the induction of all new starters, by way of attending and presenting a team overview or arranging introduction calls to your contract.

Governance and Compliance

  • Ultimately responsible for ensuring all relevant policies, procedures and processes are adopted and implemented by all team members
  • Create, maintain and review annually templates and process documents used by department
  • Responsible for following and implementing all relevant policies, procedures, and processes.
  • Read and accept all Company Policies on an annual basis
  • Complete all due diligence training requirements for role and renew as required

Safeguarding

  • React to any disclosures, comments or behaviours that would suggest a safeguarding concern for children or adults at risk in accordance with the Company Safeguarding Policy
  • Record the safeguarding concern using the Safeguarding Report Form giving clear information using where possible the individuals’ own words.
  • Report the incident to the Designated Safeguard Lead (DSL) or Designated Safeguard Officer (DSO)
  • Complete all relevant safeguarding and PREVENT training required for role and renew on annual basis
  • Carry out any other duties within the scope of the job title as advised by the line manager

REQUIRED COMPETENCIES AND BEHAVIOURS

Essential
  • Experience of working in service delivery/ contract management role
  • Experience in managing contacts that are delivered directly to the customer.
  • Ability to empathise with customers, whilst ensuring the key message is delivered.
  • Demonstrate the ability to understand the difference between advice and support.
  • Experience of working in or with training provider sector
  • A strong enthusiasm for improving people’s lives through digital inclusion
  • Strong communicator with good networking skills and able to build strong positive relationships with a diverse group of people both internally and externally
  • A proactive solution focussed hands on approach to overcome any problems, issues or challenges faced in the role
  • Excellent oral, written communications skills as well as supreme attention to detail
  • Ability to work in a rapidly expanding company to meet business objectives, whilst balancing autonomy and feedback to your line manager 
  • Good UK geographical knowledge
  • Demonstrable experience of using own initiative to innovate and deliver improvements
  • Ability to work in a high-pressure environment with multiple competing deadlines
  • Efficient in using office software packages, including Microsoft Office and bespoke CRM systems
  • A clear understanding and working knowledge of confidentiality and data privacy requirements within the workplace
  • Experience of communicating with and supporting individuals who may be considered vulnerable
  • Good understanding of modern technology e.g., Smartphones, tablets, and laptops
  • BPSS clearance or ability to gain clearance is essential
  • Able to make and implement strategic decisions on operational issues, taking account of customer needs and delivery against KPI’s
  • Evidenced ability of effective staff management and leadership
  • Experience of task/project management
  • Experience of stakeholder management, include C-suite level
  • Flexibility, adaptability, and ability to collaborate with colleagues internally and externally and at all levels
  • Forward thinking individual who can spot trends, issues surfacing before they become an issue
  • Strategic mindset to turn challenges into opportunities
  • Willing to dive into the deep end and not afraid of having difficult (but positive) conversations with clients
Desirable
  • Previous experience in high growth start-up business
  • Experience of working in or with Housing Associations and Not for Profit sector
  • Experience of liaising with a wide range of internal and external partners
  • Intellectual agility and ability to think on one’s feet
  • Knowledge of outsourced training delivery models

Apply Now!

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Armed Forces Covenant

We're thrilled to announce that We Are Group has officially joined the Armed Forces Covenant, solidifying our commitment to supporting those who have served or are currently serving in our military and their families. For candidates, this means that we actively value individuals with military experience, recognising the unique skills, dedication, and leadership they bring to the table.

As an employer, being part of the Armed Forces Covenant underpins our pledge to uphold fair employment practices, provide equal opportunities, and offer support to service members transitioning into civilian careers. This initiative furthers our mission to foster a diverse and inclusive workplace while honouring the sacrifices and contributions of our armed forces personnel.

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Be part of the team

We are always looking to grow our team, but what makes us different from other employers.

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Become a Trainer

We're on the lookout for Trainers to teach essential digital, financial, and industry-specific skills that can transform people’s lives. 

Get in touch and become a Trainer for our: 

  • Digital Skills  
  • Financial Skills 
Find out more