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Customer Experience Officer (Senior Quality Officer)

Reference: SEP20214042
Expiry date: 17:30, 28 September 2021
Location: Reading Restart
Salary: £24,000.00 - £26,000.00 Per Annum
Benefits: Pension, Enhanced Annual Leave, Life Assurance


Here at Fedcap Employment our vision and mission are to advance the social and economic wellbeing of disadvantaged people within our communities and over the next five years we aim to be the fastest growing UK employability business.

We are currently recruiting for Customer Experience Officer to join our existing team working on our newly awarded Restart contract. 

The Role

Our Customer Exerience Officers are responsible for gaining assurance that our customer journey is aligned to our quality standards, engaging, efficient and effective.  You will be driven to improve customer satisfaction and results and help us be the organisation that our customers and other key stakeholders would recommend to others. 

You will …

  • Embed and monitor quality standards and supporting frameworks across the business (including delivery partners) and support the self-assessment process.
  • Report on customer experience Key Performance Indicators to contribute to a company-wide balanced scorecard.
  • Convert data into information and knowledge and use the outcomes to carry out a schedule of internal quality reviews which will involve on-site visits to operational offices or outreach locations (including delivery partners). Produce concise reports to present findings, highlighting good practice, identifying areas for improvement, and providing recommendations to take forward.
  • Support root cause analysis activity and identify trends contained within quality improvement plans. Work with key stakeholders to develop and roll out appropriate training, products, and processes to enhance customer experience and deliver results. Make recommendations for projects or pilots where appropriate.
  • Embed the Customer Satisfaction Programme, analyse and present results to the business ensuring findings are acted upon and shared for good practice. Directly seek feedback from our customers individually or by participating on listening forums.
  • Fully investigate and offer a resolution to complaints received from customers in line with our process, ensuring trends are highlighted learning is shared to continually improve our service. Escalate complaints to Customer Experience Manager where appropriate.
  • Support the organisation and facilitation of Continuous Improvement Forums with large groups of key stakeholders at a local and national level, to promote and share good practice

Person Specification 

About you…

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

Experience, Knowledge and Qualifications 

  • Demonstrable experience within the same or similar position
  • Proven ability to manage change effectively and support others through the change process by challenging and changing behaviours
  • Excellent communication skills written
  • Ability to adapt and apply appropriately dependant upon the intended audience. Engaging, and professional with the ability to build rapport and gain buy-in from a diverse range of stakeholders
  • The ability to multi-task and work in fast-paced environment
  • Highly proficient IT skills including Microsoft packages, CRM databases/software packages and digital communication methods
  • A broad level of continuous improvement knowledge and approaches e.g. PDCA, DMAIC
  • Qualifications relating to customer service, quality management, continuous improvement, or business excellence
  • A good understand of the employability sector and local labour market is desirable
  • A full driving licence and access to a reliable mode of transport as this role will include visiting various office locations within the contract area of South Central. 

Key Competencies

  • Customer centric
  • Rapport building
  • Adaptability
  • Results focused
  • Resilience

What’s in it for you…

  • A rewarding career that makes a genuine difference to people’s lives.
  • Hours and days of Work: 37.5 hours per week – Monday to Friday.
  • Holidays: 31 days’ holiday, inclusive of bank holidays in your first year of service, increasing to 35 days at 5 years and 38 days at 10 years’ service.
  • A two-week Induction and Training programme.
  • In-house Health and Wellbeing team.
  • Pension Scheme – contribution of 4% from the company
  • Life Cover x 4 annual salary
  • A generous sickness package inclusive of 13 weeks full sick pay 13 weeks half sick pay, following completion of a 6-month probationary period
  • Enhanced Maternity and Paternity pay following completion of the probationary period.

Equality, Diversity, and Inclusion

Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity.

Fedcap Employment is a Disability Confident Leader employer and as such, any candidate with a disability will not be excluded unless the candidate is unable to perform a duty intrinsic to the role, having considered reasonable adjustments. Reasonable adjustments to the recruitment process will be made to ensure that no applicant is disadvantaged because of their disability.