Customer Service Coordinator

Job DescriptionSalary: £25,436Location: Oxford (office-based with occasional travel to local Job Centres)Hours: Monday–Friday, 9am–5pmBe the friendly first connection that helps people move forwardAs a Customer Service Coordinator (Engagement Coordinator), you’ll play a key role in helping people join the Restart programme and move closer to long-term, sustainable employment. You’ll do this by delivering friendly and engaging “warm handover” calls, building strong relationships with Jobcentre Plus teams, and ensuring every individual has a smooth and positive start on the programme.About UsFedcap UK is a not-for-profit organisation committed to improving people’s economic mobility. We transform lives by helping people access work, health and learning opportunities. As part of The Fedcap Group – a global charity with 90 years of experience – we work across four specialist practice areas and have supported more than 113,000 people since 2019.What You’ll Be DoingDelivering 15-minute warm handover calls using our telephony system to ensure a seamless transition onto the programmeBooking initial appointments with the appropriate Employment AdvisersBuilding effective relationships with JCP colleagues and maintaining regular communication to support referrals attending. Following up via email and phone to rebook non-attended appointmentsWorking to agreed referral, service and quality targetsProviding a consistent, high-quality customer experience that supports people to progress into sustainable employmentWhat You’ll BringA commitment to our values: Kindness, Respect, Integrity and InnovationStrong customer service experience, either by phone, remotely or face to faceAbility to work to targets/SLAs in a fast-paced, deadline-driven environmentConfidence communicating with a range of internal and external stakeholdersAbility to stay calm under pressure and show appropriate empathy and active listening skillsUnderstanding of local labour markets and the barriers people may faceHere’s What Makes Fedcap a Rewarding Career…At Fedcap, we’re proud to offer a comprehensive and rewarding benefits package designed to support your wellbeing, development and work-life balance: 33 days’ annual leave (including bank holidays) with the option to buy or sell additional days £500 annual benefits scheme to spend at over 900 retailers Cycle to Work scheme open all year round Pension scheme with up to 5% employer match Free life assurance worth 4x your salary Health & wellbeing support, including access to our 24/7 Employee Assistance Programme for you and your family Digital gym, mindfulness resources, virtual GP and more Equity, Diversity & InclusionFedcap UK is committed to equal opportunities throughout recruitment and selection, in line with our Equity, Diversity & Inclusion policy and the Equality Act 2010. As a Disability Confident Leader, we actively welcome applications from disabled people and will support reasonable adjustments where needed.We are also proud to support the Armed Forces Covenant, encouraging applications from veterans, reservists, and military families.INDHPAbout UsMission: 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.Website: http://www.fedcapemployment.org/