Customer Engagement Advisor in Glasgow

Location: Glasgow
Salary: Hidden
Recruiter: CITB
Job Hours: Full-time

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Role Purpose:

To be the local CITB trusted adviser, building effective relationships at local levels, engaging with local decision makers, employer groups and a wide range of stakeholders to attract and support people to enter the sector and ensure the industry has the skills it needs.

Role Portfolio:

Local provision of external engagement across a wide range of local employer groups and stakeholders to impact positively on the skills requirements and image of the industry. Enabling the realisation of the industry having the skills it needs through supporting local collaboration between industry, local decision makers and stakeholders. Delivering effective information and advice /signposting to all stakeholders. To be the “Digital Champion” to stakeholders to increase usage and uptake of Digital Service Offering.

Demand for Skills:

Building and maintaining local level relationships and engagement across industry collaborative skills activity and projects: key employer accounts, federations’ engagement activity, employer collaborative skills and training groups, local clients.

Carrying out collaborative engagement activity supporting frameworks, major projects and other initiatives – at local levels as directed by the CITB CEM (support National Skills Academy for Construction (NSAfC), Training Groups and Advisory Forums activity). Create an evidence base built from data received for skills needs by sector such as specialists, home builders etc)

Supply of people and skills provision:

Developing, enabling and providing support to local networks of educators, employers, and a range of adult related people and skills channels, influencers and 3rd sector organisations to link to national sector approaches to Image Culture and Recruitment and enable local solutions.

Sourcing and providing material for digital content and services.

 Enabling local partners and employers/ employer groups to fully utilise CITB digital services.

Promoting the uptake of sector qualifications and standards locally and engaging with local public and private sector training providers to deliver the provision of training needed by the industry as directed by the CITB CEM.

Gathering evidence of local skills needs from employers, education sector organisations, employer groups and partners and supporting the design and delivery of local responses and inform CITB Role Profile strategy.

Actively promoting and communicating local activities, issues and opportunities to CITB colleagues and supporting the development of best practice across the Partnership teams.

Role Accountabilities:


  • Local first point of contact developing, enabling and maintaining one to many employer support engaging with a range of employer groups (for example training groups, advisory forums), Federations and Associations at tier three level and support any activity from tier one and two CITB engagement. In order to support the needs of members to get the right skills for their business, engage in collaborative skills solutions and share of best practice in skills innovation.
  • Local provision of relationship and project management across collaborations and networks linked to the work streams of GB portfolios and supporting local projects as they are identified
  • Local major project connectivity to local provision and other key stakeholders in order to ensure that contractors and clients have the people and skills they need.
  • Local provision of tier three key accounts (industry stakeholders) relative to the locality and tier three client work (including NSAfC until digital solution) in order to understand, provide insights and intelligence to support policy and strategy.
  • Work closely with the phone support, web chat and digital teams within CITB to ensure smooth customer experience, particularly around key (SAM) accounts
  • Provision of telephone employer support (until digital solution and BAU telephone support is realised)
  • Associated Project Management work across all of the above
  • Supply:

  • Enable, maintain and deliver local level partnerships, relationships and projects across a wide range of stakeholders and contributors across each target people grouping (Education Organisations, Adult, Influencers) in order to enable the industry to attract talent and assist individuals to discover, experience and join the sector.
  • Source and provide content for the sectors careers and skills matching service also promoting the use and partnership engagement in such in order to enable construction careers to become a career of choice and compete successfully against other sectors for talent.
  • Maintain and deliver partnerships, relationships and projects with identified provider networks in order to promote use of sector qualifications and standards and deliver training in innovative ways that is fit for purpose in meeting the needs of local employers, supporting the flow of people into employment opportunities and up-skilling the current workforce.
  • Other:

    Developing familiarity with our digital offer Promoting and acting as an advocate of CITB digital 

  • services.
  • Using and maintain the PIG (Product information guide) to develop familiarity with the entire CITB portfolio and contributing to keeping it updated
  • Taking accountability for your own development in regular product and service information updates through the PIG and associated online development opportunities
  • Inputting customer feedback including customer compliments, comments and complaints via the Hub or PIG to enable its co-ordination across CITB to support our prioritisation of improvements
  • Ensuring customer intelligence on skills needs is fed through the digital tool by customers and to the Customer Insights team to ensure alignment of our funding to where it’s needed
  • Use of the CRM system to support engagement strategies and management of communications.
  • The role will support actions coming from the GB portfolio across local levels.
  • Knowledge, Skills, Qualifications and Experience:


  • A levels or equivalent - equivalent being equivalent qualification level or adequate demonstration of this level or higher - intellectual capability.
  • A track record in encouraging adoption of new ways of working amongst others, be able to work as a member of a team but also able to work on own initiative.
  • Be IT literate and able to manage information, together with knowledge of the construction environment (education, skills, procurement and project management).
  • Demonstrate creative thinking and innovative approaches to work, able to ‘sell’ new ways of working but also able to learn from others and implement new ideas.
  • Have a good knowledge base about Local Government & Central Government Skills Programmes and their funding mechanisms
  • Experience of managing and successfully delivering projects, preferably with knowledge of delivering community benefits in a collaborative way
  • Knowledge and experience of developing and implementing business and action plans
  • Experience of working with a diverse range of stakeholders to deliver successful outcomes
  • Knowledge and experience of stakeholder management
  • Experience of achieving tight schedules
  • Experience of organising and attending events, presentations and meetings
  • Experience of working proactively with other internal teams to ensure best practice and adherence to the Data Protection Act and other relevant legislation in customer engagement, event management, communications etc.
  • Experience of working Independently
  • Desirable Qualifications, Knowledge and Experience:

  • Experience of operating across the skills landscape (across various bodies, organisations, partners)
  • Knowledge and experience working in or with the construction industry.
  • Benefits:

  • 33 days holiday per year (Including bank holidays)
  • Flexible benefits including childcare vouchers, cycle to work and insurance
  • Pension scheme
  • Employee discounts
  • Long service awards
  • CITB recognition scheme
  • Employee assistance programme
  • About CITB

    CITB is the industry training board for the construction sector in England, Scotland, and Wales. It’s our job to help the construction industry attract talent and to support skills development, to build a better Britain.

    We are an executive non-departmental public body in charge of our budget and activities. Sponsored by the Department for Education, we are also accountable to government ministers, and ultimately Parliament.

    Our purpose:
    Support the construction industry to have a skilled, competent and inclusive workforce, now and in the future.

    What we aim to do:
    Inform and enable the right people into construction
    Develop a training and skills system to meet future needs
    Support the industry to train and develop its workforce

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