Job Description

Salary: £25,436
Location: Banbury OX16 0AA or Staines TW18 4RH - (office-based with occasional travel to local Job Centres)
Hours: Thursday and Friday 9am–5pm (16 hours per week)

FTC contract for 12 months

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…

At Fedcap, we’re proud to offer a comprehensive and rewarding benefits package designed to support your wellbeing, development and work-life balance:

• 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

Fedcap UK is committed to equal opportunities throughout recruitment and selection, in line with our Equity, Diversity & Inclusion policy and the Equality Act 2010. As a Disability Confident Leader, we actively welcome applications from disabled people and will support reasonable adjustments where needed.

We are also proud to support the Armed Forces Covenant, encouraging applications from veterans, reservists, and military families.

INDHP