Customer Service Adviser
3 days ago
**Introduction**
Here at Fedcap Employment our vision and mission are to advance the social and economic wellbeing of disadvantaged people within our communities and over the next five years we aim to be the fastest growing UK employability business.
We are currently recruiting for several **Customer Success Advisers offering £21,000 per annum**
**The Company**
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 head on.
**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.
**Key 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.
**Person Specification**
**Experience and Qualifications**
**Essential**:
Can you embrace our company values which are **Kindness, Respect, Integrity, and Innovation**
- 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
**Benefits**
- Holidays: 31 days’ holiday, inclusive of bank holidays in your first year of service, increasing to 35 days at 5 years and 38 days at 10 years’ service.
- A two-week Induction and Training programme.
- In-house Health and Wellbeing team.
- Pension Scheme - contribution of 4% from Fedcap Employment.
- Life Cover x 4 annual salary.
- A generous sickness package inclusive of 13 weeks full sick pay 13 weeks half sick pay, following completion of a 6-month probationary period.
- Enhanced Maternity and Paternity pay following completion of the probationary period.
- Laptop and mobile phone to allow remote agile working.
- Working hours will be between 8:00am-7:30pm
**Equality, Diversity, and Inclusion**
IND1
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