A career at We Are Group

Job title: Customer Service Agent
Salary: £23,400
Location: Friars House, Coventry
Hours: 37.5
Role type: Full Time Permanent

What would your role at We Are Digital look like?
Responsible for triaging calls to signpost callers to the most appropriate support for individuals requiring Digital Assistance. Where able, you will resolve the customers query if further resource or equipment are required you will book appointments and request equipment as appropriate. You will need to build rapport and communicate effectively with members of the public and partners and ensure the highest standard of professional conduct.

What are we looking for
You will have previous experience within a contact centre environment working with members of the public, either face to face or telephone. Strong communication skills with the ability to show empathy and build rapport to include good questioning techniques to establish important information.

Excellent IT skills with a working knowledge of Microsoft Office, databases and call handling technology for the purpose of recording call outcomes accurately and efficiently on our CRM system. This post will involve handling confidential data and a DBS check is required.

How do we recruit?

Research shows that women and some ethnic groups are less likely to apply for roles if they don’t hit 100% of the requirements listed in a job advert. We are Digital realise that not everyone looking at this advert will tick every box that is listed, but we focus on mindset, passion, commitment to learn as well as skills set and experience. Skills are transferable, attitude is everything. So go ahead, apply, we’d love to see your CV.

We are committed to equality of opportunity across our organisation. We are also a Disability Confident employer and we are committed to safeguarding and promoting the welfare of learners and expects all staff and trainers to share this commitment.

We will endeavour to provide feedback on your application within 2 weeks of submitting your CV. The typical recruitment process for shortlisted candidates will be an initial phone/Microsoft Teams conversation with the recruiting manager and then if required this is followed up with a second interview.

Apply Now

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

Job title: Customer Success Manager
Salary: £50,000 to £60,000 dependent on experience
Location: Coventry/Hybrid
Hours: 37.5 hrs
Role type: Permanent

We are so pleased you are considering applying for a job at We Are Group. Before you apply, here are a few things to consider and some more information about the company.

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 small business, 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 want to know what kind of company we are and what it’s like to work at We are Group, then head over to our careers page for all the information you need.

One last thing, the salary advertised is reflective of the compensation we can offer for this position. We know time is valuable, so we encourage you to consider this before applying.

What would your role at We Are Group look like?
We Are Group is seeking a Customer Success Manager to oversee the Mental Health Crisis Breathing Space (MHCBS) contract. The role will be responsible for managing our partners who support We Are Group to deliver this contract on behalf of Money and Pensions Service (MaPS). The role will ensure that the service meets MaPS service requirements and regulations and that those individuals who are entered into the MHCBS receive the best support available to enable them to focus on their recovery and plan for the future in terms of managing their debts.

What are we looking for
We are seeking a proactive, commercially aware individual with experience of debt advice services and strong relationship management skills. You would have a sound working knowledge of the Debt Respite Scheme Regulations 2020 along with knowledge of the MaPS regulations.

You should be highly organised and skilled at driving client satisfaction through clear communication, problem solving and a focus on achieving measurable outcomes. The ability to work cross functionally and a commitment to delivering services with excellence and profitability are also desired qualities.

You must be willing to do some travel for client meetings.

How do we recruit?

Research shows that women and some ethnic groups are less likely to apply for roles if they don’t hit 100% of the requirements listed in a job advert. We Are Group realise that not everyone looking at this advert will tick every box that is listed, but we focus on mindset, passion, commitment to learn as well as skills set and experience. Skills are transferable, attitude is everything. So go ahead, apply, we’d love to see your CV.

We are committed to equality of opportunity across our organisation and we are committed to safeguarding and promoting the welfare of learners and expects all staff and trainers to share this commitment.

As a Disability Confident employer, we have made a positive commitment to employing disabled people. We offer disabled applicants the option of requesting that their application be considered under our Guaranteed Interview Scheme (GIS) terms.

If you wish to apply under the GIS, please indicate this in your application cover letter.

To be invited to interview/assessment under the GIS scheme, candidates applying under GIS should meet all of the essential criteria. These are the essential requirements that have been agreed for the post which may include qualifications, experience and skills. In setting the essential requirements, care will be taken to ensure that disabled candidates will not be disadvantaged. Candidates who do not meet all of the essential criteria will not be invited to interview.

Whether you are applying under the scheme or not, if you are disabled we ask you to let us know if you need any adjustments during the recruitment process to ensure it is inclusive and works for you. We are committed to making reasonable adjustments throughout the recruitment process and if you are successful, we’ll make adjustments to your working environment.

We will endeavour to provide feedback on your application within 2 weeks of submitting your CV. The typical recruitment process for shortlisted candidates will be an initial phone / Microsoft Teams conversation with the recruiting manager and then if required this is followed up with a second interview.

Apply Now