Customer Success Adviser

The Fedcap Group; Middlesbrough; On-site; GBP 25,000; Full time

Job summary

An established industry player is seeking a Customer Success Adviser to join their dynamic team in Middlesbrough. In this role, you will provide exceptional service to customers while managing administrative tasks in a fast-paced call centre environment. You'll be the first point of contact for participants and employers, ensuring their queries are handled with care and efficiency. This position offers a rewarding career with no weekend work, a monthly benefits scheme, and opportunities for professional development. If you're passionate about helping others and want to make a difference, this could be the perfect opportunity for you.

Benefits

Monthly benefits scheme

Cycle-to-work scheme

Laptop and mobile phone provided

Employee assistance program

Institute of Employability Professionals qualification

Two-week induction and training program

Annual leave with buy/sell options

Free life cover

Pension scheme with 4% employer contribution

Qualifications

• Strong communication and customer service skills are essential.
• Experience in administrative tasks and digital communication methods.

Responsibilities

• Resolve enquiries efficiently through various communication methods.
• Maintain customer records and support participant-focused service delivery.

Skills

Exceptional communication skills

Customer service experience

Digital skills (Zoom, MS Teams)

Empathy and engagement

Office administrative duties

Education

NVQ Level 2 in Customer Services

Tools

Microsoft Office

CRM software

Job description

Job Description

The Role

As a Customer Success Adviser, you will work in an energetic, fast-paced call centre environment, conducting administrative duties and providing outstanding service to both external and internal customers through various communication methods.

Salary: £24,570

Location: Middlesbrough

You will be…

• Resolving enquiries from participants, employers, funding bodies, or other organizations via the customer helpline, website, and live chat, ensuring queries are answered efficiently or referred appropriately.
• Maintaining customer records in compliance with data protection requirements to safeguard participant information and accurately record the customer journey.
• Undertaking administrative tasks such as receiving referrals, scheduling appointments, and responding flexibly to operational demands to support participant-focused service delivery.
• Escalating complaints and feedback through the proper channels.
• Collaborating effectively with local operational teams regarding customers needing more in-depth support or advice.
• Promoting Fedcap Employment positively, understanding the full range of services to provide high-quality information, advice, and guidance.
• Adhering to customer service standards to ensure consistent high-quality service throughout the participant journey.

Person Specification

About You…

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

Experience, Knowledge, and Qualifications

• Exceptional communication skills with a friendly, polite, and professional manner.
• Experience in providing or capable of providing exceptional customer service, driven by a passion for helping people.
• Ability to demonstrate empathy and effectively engage with vulnerable or challenging individuals.
• Excellent digital skills, including use of video conferencing (Zoom, Microsoft Teams), social media, and online communication methods.
• Experience in general office administrative duties, including Microsoft Office and CRM software.

Desirable

• Knowledge and experience of the employability sector and local labor market.
• NVQ Level 2 in Customer Services or equivalent.

Key Competencies

• Customer-centric approach
• Rapport building
• Adaptability
• Results-focused
• Resilience
• Quality & Compliance

What else is in it for you?

• A rewarding career making a genuine difference.
• No weekend or bank holiday work.
• Monthly benefits scheme worth £500 with access to over 900 retailers.
• Cycle-to-work scheme available year-round.
• Laptop and mobile phone provided.
• Employee assistance program offering emotional support and stress helpline.
• Opportunity to obtain an Institute of Employability Professionals (IEP) qualification.
• Two-week induction and training program.
• Company annual leave with buy/sell options.
• Free life cover.
• Pension scheme with 4% employer contribution.

Additional Information

Equality, Diversity, and Inclusion

Fedcap Employment is committed to equal opportunities and adheres to its Equality, Diversity, and Inclusion policy, eliminating discrimination and promoting equality.

Disability Confidence Employer and Access to Work

As a recognized Disability Confident Leader, Fedcap supports disabled employees with reasonable adjustments and specialist equipment to ensure a comfortable and productive work environment.

Veterans and Service Personnel

Fedcap actively encourages applications from veterans and their families, supporting principles of the Armed Forces Covenant.

Advert expiry: We recommend applying early as the position may be withdrawn at any time.

About Us

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 deliver employability solutions across the UK, supporting underserved groups through targeted employment support programs.

Our services are designed to provide tailored support according to individual needs, including support for single parents, previously incarcerated individuals, and those with health or mental health conditions.

Fedcap joined The Fedcap Group in 2018.

Website: http://www.fedcapemployment.org/