Description Who We Are Fedcap UK (part of The Fedcap Group) is a not-for-profit organisation. Our mission is to improve economic mobility by unlocking opportunities that move the dial for individuals and communities. Internationally, Fedcap has nearly 90 years of experience, supporting over 245,000 people annually to help improve their economic well-being and their quality of life through education, health, employability and economic development practice areas. Drawing on the experience and scale of the Fedcap Group, the UK delivers a growing portfolio of programmes, to deliver holistic solutions that meet local and national priorities and empower individuals to thrive. We deliver leading employability solutions across a range of UK contracts and local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities. At Fedcap, we embed social value in how we work - from who we hire, to who we partner with, to how we deliver services that create lasting change. Whether that’s supporting a young parent into their first job, helping someone return after time away from work due to health or personal circumstances, or supporting a small business become more inclusive - our mission is to create impact where it matters most. 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. Salary: £24,570 to £25,553 Contract: Fixed term until the end of December 2025 Location: Onsite in Stockton (TS17 6EX) Hours: Mon-Fri 8:00-4:00, 9:00-5:00 & 10:00-6:00 What You'll Be Doing Able to embrace our company values which are Kindness, Respect, Integrity, and Innovation. 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 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. Your Skills & Experience 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 Here’s What Makes Fedcap a Rewarding Career We’re a mission-led organisation with social value at our core. We’ve been trusted for nearly a century to help people with health conditions and disabilities thrive through work. We’re a Disability Confident Leader and proud to be part of a partnership that reflects the communities we serve. You’ll make a real impact: Every success story you help write will be felt in homes, workplaces, and communities across the county. You’ll work locally: Embedded in the places you know- towns, villages, and rural communities. You’ll grow: With access to training, reflective practice, and a national network of likeminded colleagues. You’ll be supported: We believe in team working, wellbeing check-ins, and manageable caseloads. You’ll be part of something bigger: From mental health awareness to inclusive recruitment and sustainable employment, your work contributes to broader change. At Fedcap, we’re proud to offer a comprehensive and rewarding benefits package designed to support your wellbeing, development and work-life balance: 33 days’ annual leave (including bank holidays) with the option to buy or sell additional days £500 annual benefits scheme to spend at over 900 retailers Cycle to Work scheme open all year round Pension scheme with up to 5% employer match Free life assurance worth 4x your salary Health & wellbeing support, including access to our 24/7 Employee Assistance Programme for you and your family Digital gym, mindfulness resources, virtual GP and more Additional Information Equity, Diversity & Inclusion Fedcap is committed to equal opportunities throughout recruitment and selection, in line with our Equality, Diversity and Inclusion policy and the Equality Act 2010. As a Disability Confident Leader, we actively welcome applications from disabled people and will support reasonable adjustments where needed. We are also proud to support the Armed Forces Covenant, encouraging applications from veterans, reservists, and military families. INDHP