Customer Host

**The Role**

The Customer Host is responsible for providing general office administrative duties, answering first line participant queries and providing an excellent customer focused service, in a result driven environment.

This is an office based position in **Accrington **with a salary of **£21,255.**

**You will be **
- Responding to first line enquiries from customers or colleagues, managing the arrival of participants on site and sign posting effectively to the relevant activity and colleague
- The Customer Service Champion for the office
- Administering Petty Cash and assist with associated payments
- Capturing walk in referrals in a timely manner and work closely with branch engagement team to ensure referrals can be processed in line with agreed service level agreements (SLAs)
- Maintaining the office job vacancies board and work closely with the branch employment services team, to ensure the board is renewed and kept current over the course of the working week
- Collating “good news” stories working closely with Employment Advisors, Employer Consultants, and participants, liaise with marketing and social media teams to ensure these are shared internally and externally with relevant third-party organisations (e.g. Job Centres)
- Assisting the team in ensuring a high level of customer engagement or re-engagement and ensure participant records are maintained to reflect contact or attempted contact made
- Locating and extracting specified information from files, document and records as requested to support analytical or reporting requirements and to support quality and compliance within branch
- Any other ad hoc duties in line with delivery programme requirements.

**Person Specification**

**About you **

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

**Experience, Knowledge and Qualifications**
- Experience of general office administrative duties
- Experience of answering first line customer queries and providing customer focused service delivery in a result driven environment
- The ability to build rapport and work effectively in a sometimes-challenging environment
- Experience of appropriate IT systems including Microsoft office packages and databases

**Key Competencies**:

- Adaptability
- Customer centric
- Rapport building
- Resilience
- Quality & compliance.
- 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.

**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.