Stafford, Staffordshire
Birmingham, West Midlands
Wolverhampton, West Midlands
Leicester, Leicester
£20,073 - £25,073 per year (Regional salary weighting may apply)
Permanent, Full-time
Job description

Customer Support Officer (WHP-JETS)

Salary: £20,073 - £25,073 (Regional salary weighting may apply)
Permanent, full-time 37.5 hours per week

Home based with the potential to do some face-to-face activity post COVID-19

Covering Central England, including: Birmingham, Lincolnshire, Leicestershire, Bedfordshire & Buckinghamshire, Staffordshire, Walsall and Wolverhampton, Herefordshire & Worcestershire.

Job Ref: 22787

The Shaw Trust, in tandem with government and the broader employment support community across the UK, is working hard to make sure we support as many individuals as possible to get and keep a job. We believe that everyone who needs help and support to attain their employment goals should be able to access it as soon as possible, and that support should reflect their individual needs.

To help us in this mission we are looking to expand our employability services Work and Health Programme Job Entry: Targeted Support (WHP/JETS) and looking for Customer Support Officers.

Reporting directly to our Customer Support Team Leader. The Customer Support Officer will manage the referral process of all participants to the Work and Health Programme Job Entry: Targeted Support (WHP-JETS) and process all required information to and from DWP.

This will include processing referrals from Jobcentre Plus, making initial contact with participants to agree first appointment via email and phone, as well as maintaining the Department for Work and Pensions (DWP) Provider Referral and Payment system (PRaP) records throughout the participant’s time on programme.

You must have an understanding of the local and regional labour market and employment issues within Central England and able to maintain an up-to-date working knowledge of the benefit system and entitlements.

You will need to be inclusive and embrace our culture and values, putting those we support at the heart of everything we do. You will consistently deliver high quality services to support our communities and beneficiaries.

Shaw Trust operates on a national level with over 2,000 staff and 1,000 volunteers. We work with the government, local authorities, combined authorities, health service providers, employers, and other stakeholders – including the Education and Skills Funding Agency, Department for Work and Pensions, clinical commissioning groups and NHS Trusts.


  • Competitive Salary.
  • Enhanced Pension Scheme after 6 months.
  • Life Assurance x 3 of your salary.
  • Enhanced annual leave.

For further information and to apply online, please click the "Apply on website" button quoting the reference number 22787.

Closing date:  20th June 2021.

Shaw Trust is committed to a policy of equality of opportunity and inclusion. We are Disability Confident Leaders, support the guaranteed interview scheme and use of the government’s Access to Work scheme. Living our values we are keen to reflect the diversity of UK society at every level within our organisation. We welcome applications from all sections of the community including from people with lived-experience and/or knowledge of disability or social exclusion. If you have accessibility requirements and would like information in a different format please contact our HR Service Centre to make alternative arrangements.

Posted on: 11 June 2021
Closed date: 11 July 2021
Job ref: 22787
Tags: Admin, Advice, Information