Description Fedcap Employment (part of The Fedcap Group) is a not-for-profit organisation delivering employability solutions across a range of UK contracts through a blend of local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities as we tackle unemployment rates head on. The Role The role of Customer Success Administrator is to oversee the contract delivery undertaking various tasks which are outlined by our delivery partners. You will provide a friendly multi-channel service which engages with key internal and external stakeholders. Hours: Part-time (30 hours) Flexibility on how the 30 hours are spread across the week. Salary: £25,436 (pro-rata) Location: Boaz House, Stockton (Thornaby, TS17 6EX) Key Responsibilities Complete handover of participants to the relevant departments Use and access to DWP Systems in accordance with licencing agreements in a secure desktop Process DWP referral forms in line with contractual obligation Engage with key internal and external stakeholders Monitor Welcome Meeting appointments ensuring they are booked in within specific timelines Monitor and record attended meetings, reporting the outcomes to DWP Identifying and rectifying issues with referrals, meetings, and customer records Keeping accurate records of all customer meetings Management of the customer online web chat service Responsibility for all changes to customer circumstances and records, ensuring forms are accurate, audited accordingly and relevant changes updated timely and accurately, with all relevant parties informed. Undertake regular evaluations and audits of data and information Monitor and record the outcome daily of high-volume meetings, including follow up appointments (high degree of accuracy needed) Analyse reports for accuracy of completion and feed back in real time to internal and external partners to obtain timely updates Log and report contract invoices from our delivery partner in line with contractual obligations and timescales Build and maintain excellent working relationships with internal and external providers and partner Be able to send/receive/monitor correspondence from multiple mailboxes. Person Specification Essential Proficient in the use of Microsoft Excel Be able to respond positively to a continuously changing and developing working environment Excellent levels of written communication Excellent attention to detail Self-motivated Good time management and able to effectively prioritise workload Good knowledge of GDPR Desirable Experience of working with customer webchat services 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 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 Company annual leave, including a buy/sell scheme Free life cover! 6-month ‘Fedcap Fundamentals’ developmental training programme Pension with a 5% 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 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. 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.