Salary: £25k

Location: Office-based in Oxford (OX4 1JH) or High Wycombe (HP13 6LA).

The Role

The role of the Customer Service Coordinator (Engagement Coordinator) is to engage with and guide suitable participants to join the Restart programme via a telephony service before arranging and booking in welcome appointments for customers to meet with an Employment Adviser. Ideal for anyone with customer service and administration experience in a call centre environment or support role.

You will be…

• Closely engaging with Job Centre Plus (JCP) and local signposting organisations to communicate with participants who are deemed as suitable for the programme

• Facilitating a ‘warm handover’ using a telephony system for all participants to enable a smooth transition on to the programme

• Booking the participants initial first appointment with the relevant Employment Advisors

• Building and maintaining strong relationships with local JCP, referral agencies and the local signposting organisations to generate and maximise programme referrals

• Delivering performance against agreed participant referral targets, service, SLA and quality KPI’s

• Maintaining customer records in accordance with data protection requirements so that participant information is safeguarded, and the customer journey is accurately recordedts.

About you…

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

Experience, Knowledge and Qualifications

• Customer service experience in a telephone or remote environment

• Ability to achieve and exceed targets in a result driven or KPI environment

• Experience of networking and communicating with internal and external stakeholders

• An understanding of local labour markets and current barriers individuals are experiencing.

• Knowledge and experience of the employability sector is ideal but not essential

Key Competencies:

• Adaptability

• Results focused

• Customer centric

• Rapport building

• Resilience

• Quality & compliance.

What's in it for you?

...a rewarding career that makes a genuine difference to people’s lives.

• You won’t work on weekends or bank holidays!

• A benefits scheme worth £500 annually 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

Equality, Diversity, and Inclusion

Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity.

Disability confident employer and Access to work

Fedcap is a recognised Disability Confident Leader with commitments to aim to recruit, retain and develop disabled people within the company. We encourage applications from people with disabilities and will offer to support with reasonable adjustments where required.

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.

Advert expiry: If you are interested in the position we recommend applying at your earliest convenience. Fedcap reserves the right to withdraw a job advertisement at any time.

INDHP