Customer Success Adviser

Make a difference to people's journeys. Deliver great customer experiences. Help people move towards sustainable employment.

At Fedcap UK, every interaction matters. We’re looking for a friendly, organised and customer-focused Customer Success Adviser to join our team in Thornaby.

You’ll play an important role in supporting our customers and ensuring they receive a high-quality service throughout their journey with us. Working closely with participants, employers and internal teams, you’ll help resolve queries, coordinate appointments, maintain accurate records and identify opportunities to improve the customer experience.

If you enjoy helping people, solving problems and working in a fast-paced environment, this could be the role for you.

Salary: £26,227

Location: Thornaby (TS17 6DY)

Hours: 23.5 Hours (Mon-Wed)

Contract: 6-month FTC with the possibility of extension/permanent  

Travel: Office-based role

What you'll be doing

• Providing a friendly and professional service across telephone, website and live chat.
• Responding to customer and stakeholder enquiries, resolving queries or directing them to the right team.
• Supporting referrals, appointments, customer records and other essential administration.
• Building positive relationships with participants, employers, funding bodies and internal teams.
• Working with operational colleagues to ensure customers receive the right support.
• Identifying opportunities to improve processes, service quality and customer experience.
• Supporting participants who have moved into work and ensuring the appropriate Employment Adviser is notified where further support is required.

What we're looking for

We’re looking for someone who genuinely enjoys helping people and takes pride in delivering excellent customer service. You’ll have:

• Experience in a customer-focused environment.
• Excellent communication and telephone skills, with the ability to build rapport with a wide range of people.
• Strong organisational skills and the ability to manage competing priorities.
• Confidence using IT systems and digital communication channels.
• A customer-focused and empathetic approach, with resilience when dealing with challenging situations.
• A flexible and adaptable approach, with a commitment to continuous improvement.
• A commitment to our values of Kindness, Respect, Integrity and Innovation.

About Fedcap

In the UK, Fedcap is a not-for-profit organisation committed to improving peoples mobility.  We support people to find work and access better health, education and learning opportunities. Working across our four integrated practice areas – education, workforce development, health, and economic development – we deliver research-based solutions that remove barriers and open doors to economic mobility and wellbeing for individuals and communities. 

We’re part of The Fedcap Group which serves more than 332,000 people each year through a network of not-for-profit affiliates in the US, UK, Canada and Australia. 

What We Offer

We’re a mission-led organisation with social value at our core. We’ve been trusted for nearly a century to help people improve their economic wellbeing. We’re a Disability Confident Leader and proud to reflect 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 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.

Equity, Diversity and 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.

If you need any adjustments to apply for this role or to take part in the recruitment process, please let us know. We’re committed to making our recruitment process fair, accessible and inclusive for everyone. 

Benefits

At Fedcap, we offer a comprehensive and rewarding benefits package designed to support your wellbeing and personal development. Some of our benefits include:

• 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. 

INDHP