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Customer Engagement Advisor - Derbyshire

Role purpose:

To be the local CITB engagement adviser in a designated area, building and establishing effective relationships at local levels. Engaging with employers, and a targeted range of local employer groups, training providers, local decision makers, stakeholders and partners to deliver CITB’s strategic and business plans. To support people to enter the sector via apprenticeships or other suitable routes and ensure the industry has the skills it needs.

Key responsibilities and accountabilities:

1. Lead responsibility for relationships with employers to support and encourage them to get involved in making positive changes to their working practices in order to attract people to the construction industry. Support, facilitate and encourage them to get involved with apprenticeships and pre-employment initiatives and provide the tools and experience that will help them to access the talent they need for their business.
2. To develop relationships and work with local partners and networks connecting them to employers to enable the achievement of both CITB funded and CITB supported projects to attract people into the industry and provide pre-employment experiences and Apprenticeship/ new entrant/ career changer pathways.
3. Lead responsibility for relationships with employers and employer groups to support them to be able to access the training that they need, where and when they need it and to the quality that is required. Signposting, informing and advising on relevant recruitment, training and development tools, government schemes, qualifications and courses in relation to the construction industry.
4. To develop relationships and work with local training providers and provider networks to encourage and facilitate supportive actions to enhance the quality of delivery of apprenticeships and other industry related qualifications to raise standards and ensure that employers get the people and skills that they need.
5. Lead responsibility for relationships with employers directly and indirectly through employer industry bodies and groups at local levels to ensure that they are aware and know how to access skills and training support from CITB and other organisations.
6. Provide customer (employer) insights, market intelligence and reporting engagement activity into the business.
7. Deliver key messages regarding apprenticeships, skills, training, CITB and other partner offers to employers, employer groups, local partners and networks through face to face and online channels

Key contacts and relationships:

Internal:

Working with colleagues at a similar or higher level within the following teams:

• Customer Engagement - connect and work with Advisors from across the GB wide Customer Engagement team to ensure that best practice is shared and implemented. Collaborating on projects and activity that is relevant across all GB teams.
• Product Management - to provide support and participate in an exchange of information, enabling products team colleagues to know what employers, delivery partners, and others are experiencing to inform product development and improvements. Receiving timely information on key products and services to enable effective engagement activity. Ensuring that employer and apprenticeship training provider engagement on apprenticeship contract delivery, the wider apprenticeships offer and with

• Industry Analysis and Forecasting - ensure that employer and partner relationships and networks are in place to field/ encourage participation by the right people and organisations in CITBs evidence base
• Communications - to provide support and participate in a two way flow of information, enabling communications team colleagues to know proactively in real time what employers and others are needing to know, what their perceptions are and feedback on reactions. Receive timely information on key messages that need to be delivered and shared to different audiences.

External:

Working with external individuals and organisations where counterparts work at a similar or higher level.

• Employers – micro, small, medium, local divisions and subsidiaries of larger employers and their local supply chains. Engagement across the full CITB offer, including wider apprenticeships offer, other organisations support offers and government led schemes.
• Construction Clients – work with grass roots local level staff based in identified construction clients to enable the delivery of CITB funded or CITB supported project activity.
• Industry Groups – work with locally based employer members and grass roots level staff running the activities of identified industry bodies and others groups to connect CITB’s training and skills support offer to them.
• Stakeholders and Partners – work with locally based key identified stakeholder and partner grass roots level staff to enable the connectivity of employers to specified projects, schemes and initiatives that relate to and are in support of the delivery of CITBs strategic and business plans.
• Training Providers – support activity in the local area in connecting training providers and employers to enable employers to access the right training and improve the quality of training outcomes

Knowledge and Experience:

Essential

• Demonstrable ability in influencing and negotiation
• Experience of delivering a high-quality service to a range of different customers
• Demonstrable well-developed communication and interpersonal skills
• Knowledge and experience of stakeholder and partner management to deliver successful outcomes
• A good knowledge base about Local Government and Central Government skills programmes and their funding mechanisms
• Educated to A-Level standard or equivalent. Equivalent being equivalent qualification level or demonstrable practical experience

Desirable

• Experience of operating across the skills landscape (across various organisations)
• Knowledge and experience working in or with the construction industry
• CEIAG Level 4 or 3 Learning and Development (obtained, working towards, willing to work towards)
• KCSiE – annual certification
• A working knowledge of apprenticeship recruitment, qualifications, the apprenticeship service, apprenticeship funding, apprenticeship providers, common inspection frameworks and safeguarding.
• A working knowledge of CITB products and services to support employers
• Familiarity around FE routes into construction

Behavioural competencies:

1. Customer Focus (Level 2)
2. Works Collaboratively (Level 2)
3. Drives for Results (Level 2)
4. Communicating with Impact (Level 2)
5. Work with Courage and Integrity (Level 2)
6. Effective Decision Making (Level 2)

Special Conditions/Other Requirements:

• Full Car Driving Licence
• Some anti-social hours required, usually travel related or attending events, dinners and evening meetings
• Ability to work from home ensuring confidential information is protected at all times
• Local/regional wide travel, on a frequent basis, infrequent GB travel including occasional attendance at HO.
• Living in or very near the local area the role is designated to cover.
• CITB is committed to Safeguarding and promoting the welfare of learners and expects all staff and volunteers to share this commitment. Appointment to these positions are subject to an “Enhanced Disclosure check / Enhanced Disclosure check and registration to the Protecting Vulnerable Groups (PVG) from the Disclosure and Barring Service (DBS) / Disclosure Scotland as appropriate