Participation Assistant (Administration / Customer Service) – Post 16 Education, Employment & Training Service | 10424 | Permanent Contract | Part-time 18.5 hours per week | £25,989 to £26,403 pro rata per annum | Grade D | County Hall, Norwich

Are you confident communicating with young people and adults? Do you enjoy helping young people access the right information at the right time? If so, this could be a rewarding opportunity for you.

Norfolk County Council is looking for a Participation Assistant to join our Post 16 EET Service “Keeping in Touch” Team.

About the role

In this people‑centred role, you’ll be the first point of contact for many young people. You’ll make proactive contact with young people – and, where appropriate, their families – to establish their current education, employment or training status.

You’ll provide practical signposting and timely referrals to advisers where more in‑depth support is needed. You’ll also respond to enquiries through the HYC Helpdesk and NEET Helpline, ensuring every interaction is professional, reassuring and helpful.

Alongside this, you’ll:

• Maintain accurate and up‑to‑date records
• Support data quality and reporting

Please note: this is not a case‑holding or key worker role and does not involve ongoing direct support of young people.

What we’re looking for

You’ll bring strong communication skills, a calm and customer‑focused approach, and confidence working with systems and data.

Essential requirements:

• Experience communicating effectively with a wide range of people by phone, email and online
• Excellent customer service skills and strong attention to detail
• Experience using databases and Microsoft Office, particularly Excel and SharePoint
• The ability to communicate clearly and reassuringly while working within agreed processes

An interest in education, training and participation for young people is essential. Knowledge of the 16–25 education and training landscape and experience using social media in a work context would be an advantage.

Norfolk County Council operates a hybrid working model and we expect that the majority of the role will be working remotely. When in the office your office base will be a Norfolk County Council premises such as County Hall Norwich, Greyfriars House Great Yarmouth or Priory House, Kings Lynn.  Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity. 

Before you apply, we recommend reading the full Job Description and Person Specification to help you demonstrate you meet the criteria.

For further information and an informal discussion, please contact: Sam Derbyshire Post 16 EET Team Manager (Vulnerable Cohorts), Post 16 EET Service, Tel: 01603 222151 Email: sam.derbyshire@norfolk.gov.uk

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary
• Generous holiday entitlement 
• Health and Wellbeing services including fast-track physiotherapy and a free counselling service
• Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependant on your job role and business need. 
• Financial benefits such as:
  • ‘Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.   
  • A Blue Light card for Fire Service and Social Care Workers
  • Relocation expenses (where applicable)
  • An advance of your expenses if you travel for work
  • Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions.

  • Tax efficient ways of getting extra pension and new bikes

  • Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)

  • A payment if you refer someone you know to a hard to fill job

You can also find information on our Terms and Conditions here.

Already a Norfolk County Council employee? See and apply for internal and external vacancies in myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

We would like to make you aware that priority consideration for this post may be given to current employees who are at risk due to restructure within the organisation or are in a redeployment position.  

Redeployment closing date: 11 June 2026 at 23:55

All other applicants closing date: 28 June 2026 at 23:55

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