Customer Success Adviser

5 months ago

Middlesbrough, United Kingdom The Fedcap Group Full time

**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.

**Location**:Middlesbrough

**Salary**:£23,400

**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

**What else can we offer you? **

**...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**

**Disability confident employer and Access to work**

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.

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 and Fedcap Employment Scotland delivers employability solutions across the UK to build communities through a blend of local frontline professional teams and like-minded supply chain partners, using innovative and tested ideas developed both locally and internationally.

Our service is designed to give each individual the best opportunity according to his/her abilities and needs. Our programs provide targeted employment supports to a range of underserved groups, including single parents, people who were previously incarcerated and individuals with health, mental health and/or substance use conditions.

Fedcap Employment and Fedcap Employment Scotland joined The Fedcap Group in 2018.

  • Customer Service Adviser

    5 months ago

    Middlesbrough, United Kingdom The Fedcap Group Full time

    **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. **Location: Middlesbrough (Office-based, Mon - Fri 9-5pm)** **Salary: £21,966** **You...

  • Customer Service Adviser

    5 months ago

    Middlesbrough, United Kingdom The Fedcap Group Full time

    **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. **Location: Middlesbrough** **Salary: £21,966** **You will be ** - Resolve enquiries from...

  • Customer Service Adviser

    5 months ago

    Middlesbrough, United Kingdom The Fedcap Group Full time

    **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. **Location: Office based role in Middlesbrough** **Salary: £21,966** **You will be ** -...

  • Branch Customer Adviser

    4 months ago

    Middlesbrough, United Kingdom Newcastle Building Society Full time

    About the Role Would you like to be part of a team who has won Best Regional Building Society for 7 years running? A team who believes that keeping financial advice on our high streets is important for everyone in our local communities. Do you thrive in a face-to-face customer focused environment? If so, our Customer Adviser role could be the perfect fit...

  • Customer Success Coordinator

    1 week ago

    Middlesbrough, Middlesbrough, United Kingdom Thirteen Full time

    About the Role:We are seeking a Customer Success Coordinator to join our Experience team at Thirteen Group. As a Customer Success Coordinator, you will be responsible for managing a portfolio of work to strengthen customer retention, increase first point of contact resolution, and reduce failure.Key Responsibilities:Develop and maintain relationships with...

  • Customer Success Coordinator

    1 week ago

    Middlesbrough, Middlesbrough, United Kingdom Thirteen Full time

    Customer Success Co-ordinator Role Overview:Thirteen Group is seeking a Customer Success Co-ordinator to join our Experience team at Hudson Quay. This full-time, permanent position involves managing a portfolio of work to strengthen customer retention, increase first point of contact resolution, and reduce failure.Thirteen Benefits:Salary - £32,741 per...

  • Mortgage Adviser

    4 months ago

    Middlesbrough, United Kingdom HSBC Full time

    -Job description If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. The Mortgage Adviser will provide a range of services to...

  • Customer Service Representative

    2 weeks ago

    Middlesbrough, Middlesbrough, United Kingdom Newcastle Building Society Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Adviser. As a key member of our branch team, you will be responsible for providing exceptional customer service and support to our customers.About YouTo be successful in this role, you will need to possess excellent communication and interpersonal...

  • Customer Advisor

    5 months ago

    Middlesbrough, United Kingdom Pavers Full time

    **Are you passionate about achieving sales targets and finding just the right products for customers?** **Do you have a ‘can do’ attitude, passion for great customer service and enjoy working in a fast paced and fun environment?** **Do you want to work for a growing, profitable business with family values & green credentials, with opportunities for...

  • Student Success Tutor

    5 months ago

    Middlesbrough, United Kingdom Teesside University Full time

    **Salary** £34,980 - £40,521 **Contractual hours** 37 **Basis** Full time **Package** Permanent **Job reference** T00414 What we offer you: - A holiday entitlement of 185 hours (25 days), increasing to 28 and 30 days after 3 and 5 years’ service respectively, plus bank holidays - Additional leave over the Christmas and New Year period during...

  • Student Success Tutor

    4 months ago

    Middlesbrough, United Kingdom Teesside University Full time

    **Salary** £34,980 - £40,521 **Contractual hours** 37 **Basis** Full time **Package** Permanent **Job reference** A00414 What we offer you: - A holiday entitlement of 185 hours (25 days), increasing to 28 and 30 days after 3 and 5 years’ service respectively, plus bank holidays - Additional leave over the Christmas and New Year period during...

  • Customer Advisor

    4 months ago

    Middlesbrough, United Kingdom Pavers Full time

    We have a part time Customer Advisor opportunity to join our Pavers team at Arcadia Garden Centre in Newby near Middlesbrough, on a 12 hours per week contract. You’ll need good availability as the role will include a mixture of weekend and weekday working. **What we look for in a Customer Advisor** We are looking for **friendly**, **engaging**, and...

  • Client Success Manager

    7 days ago

    Middlesbrough, Middlesbrough, United Kingdom IMPRESSION RECRUITMENT LIMITED Full time

    Job Title: Client Success ManagerAt Impression Recruitment Limited, we are seeking a highly skilled Client Success Manager to join our team. As a Client Success Manager, you will be responsible for maintaining and building key relationships with our clients, increasing and managing the company portfolio, ensuring high customer satisfaction levels, and...

  • Customer Service Representative

    4 weeks ago

    Middlesbrough, Middlesbrough, United Kingdom Newcastle Building Society Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Adviser. As a key member of our branch team, you will be responsible for providing exceptional customer service and support to our customers.About YouTo be successful in this role, you will need to have excellent communication and interpersonal...

  • Customer Service Representative

    4 weeks ago

    Middlesbrough, Middlesbrough, United Kingdom Newcastle Building Society Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Adviser. As a key member of our branch team, you will be responsible for providing exceptional customer service and support to our customers.About YouTo be successful in this role, you will need to have excellent communication and interpersonal...

  • Customer Service Representative

    5 days ago

    Middlesbrough, Middlesbrough, United Kingdom Newcastle Building Society Full time

    Are you passionate about delivering exceptional customer service and building strong relationships with our members?We're looking for a talented Customer Adviser to join our team at Newcastle Building Society.As a Customer Adviser, you will be the face of our branch, providing expert advice and guidance to our members on a range of financial products and...

  • Webchat Adviser 40 Hours/week

    5 months ago

    Middlesbrough, United Kingdom Vodafone Full time

    **Webchat Adviser 40hrs/Week - Middlesbrough**: **Location: Middlesbrough** **Salary: £ 10.90 per hour + unlimited commission** **Hours: 40 hours per week** **Contract Length: 6 months** Our Vodafone Partner stores are independent franchises that provide you with the opportunity to develop and contribute to a growing local business. **What will you be...

  • Retail Adviser 38 Hours/week

    5 months ago

    Middlesbrough, United Kingdom Vodafone Full time

    **Location: Middlesbrough** **Salary: £ 10.90 per hour + unlimited commission** **Hours: 38 hours per week** Do you want the chance to build a career in retail? Our Vodafone Partner stores are independent franchises that provide you with the opportunity to develop and contribute to a growing local business. **What will you be doing?** We are seeking a...

  • Retail Adviser 30 Hours/week

    5 months ago

    Middlesbrough, United Kingdom Vodafone Full time

    **Location: Middlesbrough** **Salary: £ 12.00 per hour + on-target bonus** **Hours: 30 hours per week** Do you want the chance to build a career in retail? Our Vodafone Partner stores are independent franchises that provide you with the opportunity to develop and contribute to a growing local business. **What will you be doing?** We are seeking a...

  • Customer Service Representative

    1 month ago

    Middlesbrough, Middlesbrough, United Kingdom Newcastle Building Society Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Adviser. As a key member of our branch team, you will be responsible for providing exceptional customer service and support to our members.About YouTo be successful in this role, you will need to have excellent communication and interpersonal skills,...