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, which may include receiving referrals, scheduling appointments, and any other necessary administrative duties, 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 to 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 of Kindness, Respect, Integrity, and Innovation? Experience, Knowledge, and Qualifications Exceptional communication skills; a friendly, polite, and professional manner. Experience in providing (or capability to provide) exceptional customer service, driven by a passion for helping people. Demonstrate empathy and the ability to engage effectively 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) offering various support services including emotional support and stress helpline. 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 and under the Equality Act 2010 to eliminate discrimination and advance equality of opportunity. Disability confident employer and Access to work Fedcap is a recognised Disability Confident Leader with commitments to recruit, retain, and develop disabled people. We encourage applications from people with disabilities and offer support with reasonable adjustments where required. Veterans and service personnel Fedcap is positive about employing veterans and service personnel spouses or family members as part of our commitment to 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 Mission: To create opportunities for people by designing and delivering innovative, sustainable solutions and creating measurable changes for those who are socially disadvantaged. Fedcap Employment delivers employability solutions across the UK to build communities through local frontline professional teams and like-minded supply chain partners, using innovative ideas developed both locally and internationally. Our service is designed to give each individual the best opportunity according to his/her abilities and needs, providing targeted employment supports to underserved groups, including single parents, previously incarcerated individuals, and those with health, mental health, or substance use conditions.