Engagement Coordinator (Part-time)

The Fedcap Group; Guildford; On-site; GBP 24,000 - 30,000; Part time

Benefits offered by this job

33 days annual leave

Benefits scheme – £500 annual

Cycle to Work scheme

Pension with employer match up to 5%

Life assurance

Health & wellbeing support

Digital gym and resources

Job summary

Fedcap UK is seeking a part-time Customer Service Coordinator (Engagement Coordinator) in Guildford to help people join the Restart programme. You will conduct warm handovers, schedule referrals, and maintain strong liaison with Jobcentre Plus teams to ensure a smooth start for participants.

The role focuses on delivering a high-quality customer experience, meeting targets, and supporting individuals toward sustainable employment. Office-based with occasional local travel.

Qualifications

• Strong customer service experience, either by phone, remotely or face to face.
• Ability to work to targets/SLAs in a fast-paced, deadline-driven environment.
• Confidence communicating with a range of internal and external stakeholders.
• Ability to stay calm under pressure and show empathy and active listening skills.
• Understanding of local labour markets and the barriers people may face.

Responsibilities

• Deliver 15-minute warm handover calls using our telephony system to ensure a seamless transition onto the programme.
• Booking initial appointments with the appropriate Employment Advisers.
• Building effective relationships with JCP colleagues and maintaining regular communication to support referrals attending.
• Following up via email and phone to rebook non-attended appointments.
• Working to agreed referral, service and quality targets.
• Providing a consistent, high-quality customer experience that supports people to progress into sustainable employment.

Skills

Strong customer service

Target/SLAs

Stakeholder communication

Empathy & active listening

Local labour market knowledge

Job description

Job Description

Salary: £26,886 per annum FTE (£16,131.60 per annum pro rata for 22.5 hours per week)

Location: Guildford (office-based with occasional travel to local Job Centres)

Hours: Part-time, 22.5 hours per week (3 days per week), typically between Monday-Friday, 9:00am-5:00pm. Working pattern to be agreed.

Be the friendly first connection that helps people move forward

As a Customer Service Coordinator (Engagement Coordinator), you’ll play a key role in helping people join the Restart programme and move closer to long-term, sustainable employment. You’ll do this by delivering friendly and engaging “warm handover” calls, building strong relationships with Jobcentre Plus teams, and ensuring every individual has a smooth and positive start on the programme.

About Us

Fedcap UK is a not‑for‑profit organisation committed to improving people’s economic mobility. We transform lives by helping people access work, health and learning opportunities. As part of The Fedcap Group – a global charity with 90 years of experience – we work across four specialist practice areas and have supported more than 113,000 people since 2019.

What You’ll Be Doing

• Delivering 15‑minute warm handover calls using our telephony system to ensure a seamless transition onto the programme
• Booking initial appointments with the appropriate Employment Advisers
• Building effective relationships with JCP colleagues and maintaining regular communication to support referrals attending.
• Following up via email and phone to rebook non‑attended appointments
• Working to agreed referral, service and quality targets
• Providing a consistent, high‑quality customer experience that supports people to progress into sustainable employment

What You’ll Bring

• A commitment to our values: Kindness, Respect, Integrity and Innovation
• Strong customer service experience, either by phone, remotely or face to face
• Ability to work to targets/SLAs in a fast-paced, deadline-driven environment
• Confidence communicating with a range of internal and external stakeholders
• Ability to stay calm under pressure and show appropriate empathy and active listening skills
• Understanding of local labour markets and the barriers people may face

Here’s What Makes Fedcap a Rewarding Career…

• 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

Equity, Diversity & Inclusion

We’re committed to creating a workplace where everyone is treated fairly, feels they belong, and can do their best work. We welcome applications from people of all backgrounds, identities and communities, and we value the different perspectives and lived experiences they bring. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

• Fedcap Employment is a Disability Confident Leader employer. We will consider reasonable adjustments throughout the recruitment process and, where required, in the workplace. We will not exclude a candidate with a disability unless they are unable to carry out a duty that is intrinsic to the role, after reasonable adjustments have been considered.
• We are positive about employing veterans, serving personnel, and spouses/partners and family members, as part of our commitment to the principles of the Armed Forces Covenant.
• As a Ban the Box employer, we assess applicants on their skills and potential. We do not ask about criminal convictions at the initial application stage, and any relevant information is considered fairly and in line with the role.

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 delivers employability solutions across the UK to build communities through a blend of local frontline professional teams and like-minded supply chain partners, using innovative and tested ideas developed both locally and internationally.

Our service is designed to give each individual the best opportunity according to his/her abilities and needs. Our programs provide targeted employment supports to a range of underserved groups, including single parents, people who were previously incarcerated and individuals with health, mental health and/or substance use conditions.

Fedcap Employment and Fedcap Employment Scotland joined The Fedcap Group in 2018.

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