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

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.

Fedcap Employment is a Disability Confident Leader employer and as such, any candidate with a disability will not be excluded unless the candidate is unable to perform a duty intrinsic to the role, having considered reasonable adjustments. Reasonable adjustments to the recruitment process will be made to ensure that no applicant is disadvantaged because of their disability.

INDHP