Customer Service Coordinator

**Salary**:£25k + £500 retail vouchers

**Location**:Oxford or Reading. Office-based role with occasional travel to local Job Centres.

**_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 role of the Customer Service Coordinator (Engagement Coordinator) is to engage with and guide suitable customers to join the Restart programme and ultimately secure appropriate, long term, sustainable employment outcomes. You will do this by conducting 15 minute ‘warm handover’ phone calls as well as engaging effectively in person with local JCP’s to help increase suitable referrals.

**_Your Responsibilities _**
- Closely engage with Job Centre Plus (JCP) to engage with customers who are deemed as suitable for the programme
- Facilitate a ‘warm handover’ using a telephony system for all participants to enable a smooth transition on to the programme
- Book the participants initial first appointment with the relevant Employment Advisors
- Build and maintain strong relationships with local JCP, referral agencies and the local signposting organisations to generate and maximise programme referrals
- Deliver performance against agreed participant referral targets, service, and quality KPI’s
- Adhere to our customer service standards so that all participants are provided with the same high standard of service that maximises their chances of securing sustainable employment.

**_Your Skills & Experience _**
- Ability to embrace our company values which are **Kindness, Respect, Integrity, and Innovation**:

- Extensive customer service experience in a telephony, remote or face-to-face environment
- Ability to achieve and exceed KPIs in a deadline driven environment
- Experience of networking and communicating with internal and external stakeholders
- Knowledge of working in a geographically dispersed area
- An understanding of local labour markets and current barriers individuals are experiencing.

**_Your Benefits _**

As well as receiving dedicated health and wellbeing support, including access to our 24/7 employee assistance programme for you and your family, we’ll provide you with very clear stages of accredited development and learning. Not only that, qw offer a wide range of benefits including:

- Minimum 33 days’ holiday entitlement and a pension contribution up to 5%
- Monthly benefits scheme worth up to an additional £500
- Free life assurance cover, totalling four times your annual salary
- And much more

**_Equality, Diversity, and Inclusion _**

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.