The Role

As a Customer Success Adviser you will be working in an energetic, fast-paced call centre environment conducting administrative duties and providing outstanding service to both external and internal customers through a variety of communication methods.

You will be…

Resolve enquiries from participants, employers, funding bodies or other organisations received through the customer helpline, website, and live chat function, ensuring their queries are answered efficiently or are referred to the appropriate person(s) or department. Maintain customer records in accordance with data protection requirements so that participant information is safeguarded, and the customer journey is accurately recorded Undertake administrative tasks in a timely manner. These may include receiving referrals, scheduling appointments and any other administrative duties as required, working flexibly in response to changing operational demands to support participant focused service delivery. Escalate complaints and feedback through the appropriate channels Liaise effectively with local operational teams in relevant locations regarding customers who may require more in-depth or specialist support or advice Promote Fedcap Employment positively at every opportunity, understanding the full service we offer to participants so you can best provide high-quality information, advice, and guidance, Observe and adhere to our customer service standards so that all participants are provided with the same high standard of service throughout their journey.

Person Specification

About you…

Can you embrace our company values which are Kindness, Respect, Integrity, and Innovation?

Experience, Knowledge and Qualifications

Exceptional communication skills; a friendly, polite, and professional manner Experience of providing (or capability to provide) exceptional customer service, driven by a passion for helping people Demonstrate empathy and the ability to effectively engage with vulnerable or challenging individuals Excellent digital skills, including use of video conferencing (zoom, Microsoft teams), social media platforms and online communication methods Experience in general office administrative duties including the use of Microsoft office packages and CRM databases / software packages

Desirable:

Knowledge and experience of the employability sector and local labour market NVQ Level 2 in Customer Services or equivalent.

Key Competencies:   

Customer centric Rapport building Adaptability Results focused Resilience Quality & Compliance

...a rewarding career that makes a genuine difference to people’s lives.

You won’t work on weekends or bank holidays! A monthly benefits scheme worth £500 with access to over 900 retailers A cycle to work scheme that is open all year long! Laptop and mobile phone for every employee! Employee assistance programme (EAP). A telephone service offering various support services including emotional support, stress helpline amongst others. The opportunity of an Institute of Employability Professionals (IEP) qualification for all employees A two-week Induction and training programme Company annual leave, including a buy/sell scheme Free life cover! Pension with a 4% match from Fedcap

Additional information

Equality, Diversity, and Inclusion

Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity.

Disability confident employer and Access to work

Fedcap is a recognised Disability Confident Leader with commitments to aim to recruit, retain and develop disabled people within the company. We encourage applications from people with disabilities and will offer to support with reasonable adjustments where required. 

As a Disability confident employer, we work in partnership with other organisations’ to underpin the governments aspiration to support disabled customers into work. This includes but not limited to making reasonable adjustments and providing specialist equipment to those who need it so they can work in a comfortable working environment.

Veterans and service personnel

Fedcap is positive about employing veterans and service personnel spouses or family members as part of our commitment to upholding principles of the Armed Forces Covenant.

Advert expiry: If you are interested in the position we recommend applying at your earliest convenience. Fedcap reserves the right to withdraw a job advertisement at any time.  

INDHP