Customer Success Adviser

**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.

**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

**...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.