Business Support Officer (Quality Assurance) - 4 Posts

Job Description

JOIN US!

First things first, allow us to tell you a little bit more about ourselves.

Jobs and Business Glasgow (JBG is fine) is probably the biggest provider of employment and training advice and support in the city. And we’re pretty successful at it, even if we do say so ourselves. In this last crazy year alone, we have worked with more than 4,000 of Glasgow’s finest upstanding citizens to help them find work, access training, sometimes just being a friendly face and reassuring voice. We’re proud of what we do but we’re always looking for new and innovative ways to support even more people.

Our customers come first. Many other businesses say that and to be fair, they mean it. However, for JBG it’s personal, because our job is to provide support, encouragement, perhaps even a friendly ear to those who need it most and we never lose sight of the responsibility we carry in providing the very best possible service.

In the last few years, with the cost of living crisis, changing job market and ongoing pressures facing people across the city, this has never been more important. That’s why we’re now looking for some exciting new people to join our team!

Maybe that’s where you come in….

So that’s enough about us — let’s talk about you. Are you someone with a passion for great customer service? Do you love chatting with people, finding solutions, noticing the small details and making sure everything runs smoothly? Do you enjoy the idea of being part of a team that really cares about getting things right for the people we support?

If that sounds like you, keep reading…

Quality Assurance Champions
Our Business Support Officers will be our Quality Assurance Champions and play a huge part in how we continue to deliver a first class experience for every person who walks through doors.

This role is all about making sure our customers feel listened to, supported and confident in the service they receive. You’ll be reaching out to them after appointments to check how things went, gathering feedback, and making sure any issues are picked up quickly. After all, if something isn’t quite working, we want to know so we can fix it.

You’ll also help us keep track of how our customers are getting on in work. That means following up with those who’ve moved into jobs, making sure they’re settling in well, and helping identify any challenges early. We’re here for them long after the initial appointment.

Detail matters too. You’ll be keeping our systems up to date, logging calls, recording feedback, and helping us understand what’s working and where we can improve. You’ll also support with booking and managing appointments — so you’ll be talking to customers regularly over the phone, email and Microsoft Teams. You’ll also play a part in helping customers get fully registered with us. That means reaching out to anyone who hasn’t completed the process, offering support where needed, and making sure they have everything they need to get started.

And don’t worry, you won’t be doing this alone. You’ll be part of a small, supportive team who are all working towards the same goal: making sure every customer receives the best possible service, every single time.

What you’ll bring
We’re looking for someone who:
• Communicates well — whether on the phone, in writing or on Teams
• Has a positive, friendly, helpful approach
• Pays attention to detail (because the small things really do matter)
• Can handle information confidentially
• Is comfortable using basic IT systems for calls, emails and data entry
And if you happen to already be confident using Microsoft Office or CRM systems — even better!

 

What do you think?
If you like the sound of us, do you think we’ll feel the same about you? If so, don’t hang about — we’d love to hear from you. Have a look at the job description, complete the application and tell us why you’re exactly what we’re looking for.
Whatever happens, best of luck.

 

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, Audio and other languages. To request an alternative Application Pack please phone 0141 287 1054. Packs will be posted out to you within 3 working days of receiving your telephone request. Please note the closing date of the job advert to ensure that you give yourself plenty of time to complete your application form and return it to us.

Responsibilities

For further information about working for us please refer to our website Working for us