Job Description

Position Summary:

This is a full-time on-site position Monday-Friday.

The primary purpose of this position is to provide comprehensive administrative, operational, and customer-facing support to ensure the smooth and efficient functioning of Fedcap Canada. This role serves as a key point of contact for internal and external stakeholders, delivering exceptional customer service by responding to inquiries, providing information, and representing us in a professional and welcoming manner.

The position is responsible for a wide range of administrative duties, including coordinating daily office activities, maintaining records, preparing reports, tracking operational data, and supporting departmental workflows. The role also assists the Procurement team by managing invoice submissions, tracking purchase requests, and ensuring accurate documentation to support timely processing.

This individual will play an important role in supporting Fedcap Canada operations through proactive communication, strong organization, attention to detail, and the ability to handle multiple priorities simultaneously. The position reports directly to the Operations Manager.

What You'll Do:

Customer Service Excellence

• Serve as the primary reception contact, managing an average of 20–30 daily interactions (in-person, phone, and email) with job seekers, employers, community partners, and vendors, ensuring all inquiries are handled promptly and professionally.
• Respond to incoming calls and reception inquiries within 3 rings and acknowledge walk-in clients within 1 minute of arrival, ensuring a welcoming and professional first impression.
• Provide accurate information and resource direction in 95%+ of interactions, escalating complex inquiries to appropriate team members within the same business day when required.
• Maintain email response timelines within 1 business day, ensuring all stakeholders receive timely, courteous, and solutions-focused communication.
• Track and follow up on outstanding inquiries, ensuring 100% closure of customer requests and documentation of follow-ups within established service timelines.
• Support a customer satisfaction standard of 90% or higher, demonstrated through feedback, internal reviews, or service quality monitoring.
• Contribute to a positive client experience by maintaining a professional, friendly, and solutions-focused approach in all interactions, helping to strengthen trust and support successful outcomes for job seekers and partners.

Data Assessment & Operational Actioning

• Navigate and manage 3–5 internal and external systems (e.g., case management, reporting, scheduling, and documentation platforms) to collect, review, and validate data for 40–100 transactions daily, ensuring completeness and accuracy.
• Review incoming information and identify key data points within established timelines, applying critical thinking to assess accuracy and determine appropriate next steps in accordance with departmental procedures.
• Maintain data accuracy rates of 98% or higher, ensuring all entries, updates, and validations meet compliance and quality standards.
• Apply sound judgment to make routine operational decisions independently, escalating exceptions or discrepancies to supervisors within the same business day when required.
• Track and document all operational actions, ensuring 100% completion of required documentation to support reporting, audit readiness, and regulatory compliance.
• Complete data validation and follow-up actions within established service standards (same-day or within 24 hours) to support timely service delivery and workflow continuity.
• Collaborate with internal teams and cross-functional departments to resolve complex cases, contributing to timely resolution of 95%+ of data-related inquiries within established timelines.
• Contribute to continuous improvement efforts by identifying recurring data issues, trends, or gaps, and providing regular feedback to supervisors to support process improvements and system accuracy.

Reporting, Data Accuracy, & Invoice Processing

• Generate routine and ad-hoc reports on a daily, weekly, and monthly basis to support operational tracking and decision-making, producing 5–10 scheduled reports per month and additional reports as required.
• Review and validate data across multiple systems (3–5 platforms) to ensure accuracy, completeness, and alignment of records, maintaining data accuracy standards of 98% or higher.
• Perform regular data quality checks and reconciliations, identifying discrepancies and resolving 95%+ of issues within 1 business day to ensure reliable reporting outputs.
• Support invoice processing by reviewing 20–60 invoices per month (or as assigned), verifying supporting documentation, confirming accuracy of amounts, and ensuring compliance with internal financial procedures.
• Upload, track, and reconcile invoices across multiple systems, ensuring 100% of invoices are logged and submitted within established processing timelines (typically within 2 business days of receipt). Maintain organized digital and physical records to support financial tracking, reporting, and audit readiness, ensuring 100% compliance with record retention and documentation standards.
• Assist with internal and external audits by preparing documentation, completing verification checks, and ensuring all required records are readily accessible within established audit timelines.
• Contribute to continuous improvement by identifying recurring reporting or invoice discrepancies and recommending workflow improvements to enhance data integrity and processing efficiency.

General Office Duties & Event Preparation Support

• Perform general office tasks such as photocopying, scanning, filing, and organizing documents
• Order office and event-related supplies, ensuring adequate inventory levels and timely replenishment
• Assist in preparing materials for meetings and events, including assembling packets, printing handouts, and creating lists or sign‑in sheets
• Support event logistics by coordinating setup needs and ensuring all required materials and equipment are available
• Maintain cleanliness and organization of shared office spaces, supply areas, and workstations
• Provide administrative support to staff as needed to ensure smooth day‑to‑day operations

You’re a Great Fit for This Role If You:

• Have a Diploma or Associate Degree in Business Administration, Office Administration, Accounting, or a related field preferred.
• Bring 2 years of administrative or office support experience required; equivalent combinations of education and experience will be considered.
• Are Proficient in data entry, reporting systems, and office software (e.g., Microsoft Office Suite) required.
• Are Bilingual French-Canadian a plus

Travel:

This position requires travel between our Hamilton and Halton office locations. May require some travel to events. Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Fedcap Canada provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, or local laws.

Fedcap Canada warmly welcomes people with disabilities to join our diverse team and seeks to ensure an accessible hiring process as per the AODA Employment Standard. Please let the recruiter know if you require any accommodations, including but not limited to documents in accessible formats or accommodations during interviews.

Mission: We are committed to improving the economic and social well-being of the impoverished and disadvantaged.

For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency.

The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.

The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.