Customer Host

**Who We Are**

Fedcap is a not-for-profit organisation committed to improving people’s economic wellbeing. Delivering a range of employability programmes and services, we passionately believe that good work is part of a healthy life. In the past five years, we’ve supported more than 35,000 people across the UK back into work, helping families get out of poverty and improving their quality of life. We’re part of The Fedcap Group, a pioneering US-charity formed in 1935.

**Your 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.

**Salary: £23,400**

**Location: Skelmersdale**

**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
- 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
- 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.

**Your Skills and Experience**
- 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

**Our Inspiring People**

People are always the focus of what we do at Fedcap. And our people are dedicated to inspiring confidence in our customers so they can believe in themselves and a better life for their families. They’re hard working and focused on delivering for our customers because they care and understand the important role they play in their customers’ journeys to a more secure, healthier and happier life. Driven by our strong values and sense of purpose, our inspiring people have formed a diverse and inclusive community.

**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

**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 and mobile phone **for every employee

**Additional information**

**_Equality, Diversity, and Inclusion _**

**_Disability Confident Employer _**

**_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