Description Who We Are Fedcap Employment (part of The Fedcap Group) is a not-for-profit organisation delivering employability solutions across a range of UK contracts through a blend of local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities as we tackle unemployment rates and community engagement head on. Our Vision A world where people believe in themselves. Our Mission To improve people’s economic wellbeing. Our Values Kindness: Be KIND to each other, treat all those around you the way you would like to be treated. Respect: Always be RESPECTFUL to each other, our customers, partners, stakeholders, and funders – we are dedicated to exceptional service. Integrity: Act with INTEGRITY – always be open and honest in our dealings with all people and stakeholders. Innovation : Be INNOVATIVE – always try to do things better, to look for new solutions that improve our services to customers Your 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. Location: Middlesbrough. This is an office based role, with the option of 1 day hybrid (following successful completion of probation). Shifts: rotating shifts, 8-4, 9-5 and 10-6. No weekends, no bank holidays. Salary: £23,400. Your Responsibilities 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. Your Skills and Experience Experience 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 Here’s what makes Fedcap a rewarding career A real opportunity to make a genuine social difference An inclusive and supportive culture Learning and development opportunities to help you grow from day one (including a two-week induction and the opportunity of an Institute of Employability Professionals (IEP) qualification for all employees) Competitive benchmarked salary plus additional bonus and recognition schemes £500 a year to spend with your choice of over 900 retailers Pension 5% matched and free life cover (4 x salary) Health and wellbeing support with an internal Wellbeing Team and our Employee Assistance Programme (including 24/7 telephone support, counselling, legal and financial information, mindfulness, digital gym) Supporting your work/ life fit through a range of flexible working options, 33 days annual leave, buy/ sell holiday scheme, no bank holiday or weekend working Family friendly policies including enhanced maternity and paternity pay A cycle to work scheme that is open all year long Laptop for every employee 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 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. 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.