Fedcap Employment’s Customer Contact Team Wins ‘Team of the Year – Hidden Heroes’ at the Employability Related Services Association’s Awards in the United Kingdom

December 9, 2022

(New York, NY)—Fedcap Employment, The Fedcap Group’s United Kingdom-based organization dedicated to helping individuals find sustainable work, received national recognition for the part it plays in improving and even saving the lives of its customers. Fedcap Employment’s 28-person customer contact center located Middlesbrough, England won the Team of the Year – Hidden Heroes category at the Employability Related Services Association’s Awards.

The Fedcap Employment team is an essential component of the organization, ensuring the UK government’s Department for Work and Pensions’ Restart scheme in the South Central region of England maintains a high performance of getting people back into the jobs market. Team members also become lifesavers with every member of the team having dealt with at least one call from a suicidal customer.

“On behalf of the entire Fedcap family, we commend our colleagues at Fedcap Employment for their lifesaving work in the United Kingdom, helping those in significant distress to remain safe, first and foremost—and then putting individuals on a path to sustainable employment,” said Christine McMahon, President and CEO of The Fedcap Group.

Brian Bell, CEO of Fedcap Employment, said, “I’m incredibly proud of the work our Customer Success Center do and it’s fantastic that they’ve been acknowledged with this prestigious award. They are so important to ensuring we provide the best service possible to our participants, so they feel fully supported and know that we’re here for them.”

Now in their 10th year the ERSA Employability Awards are an opportunity to highlight best practices in the sector and this year Fedcap appeared on the shortlist of five of the 10 categories.

In addition to the win, Fedcap’s Scotland-based business was highly commended in the Significant Achiever of the Year category after customer Heather Miller completely transformed her life after being unemployed for many years. The 54-year-old had suffered years of depression, anxiety and financial hardship after her son was stillborn, unable to leave the house and afraid she’d never work again. Her “incredible” journey to sustainable employment started after Fedcap Scotland supported her and encouraged her to apply for a temporary job and now she’s achieved permanent employment status.

Heather Miller said, “I never saw a future before, no sort of life outside my house and with my depression and anxiety controlling me. I now have a future for me and my family. Fedcap Scotland helped me get my life back.”

Susan Paterson, Fedcap Employment, Operations Director said, “The Customer Contact Team is the backbone of our operations, they make everything run smoothly and are a fundamental part of the business. The team consistently goes above and beyond what is expected of them and we are delighted they have been recognized in this way.”  

About Fedcap Employment and The Fedcap Group

Since 1935, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group serve over 250,000+ people each year across an international footprint. The work of The Fedcap Group is structured within four major areas of practice—workforce development, educational services, health services, and economic development— and delivered through a growing number of top-tier companies—each focused on helping people with barriers achieve long term economic well-being.

Fedcap Employment delivers the UK government’s Restart Scheme in the South Central region of England, as well as other funded programs across the country. Fedcap Employment also delivers the Intensive Personalised Employment Support programme on behalf of the Department for Work and Pensions in Berkshire, Buckinghamshire, Oxfordshire, Surrey, Sussex, Wiltshire, Hampshire, South West, Avon, Somerset and Gloucestershire. For more information on how Fedcap helps communities across Britain, visit www.fedcapemployment.org

Photo caption: April Hodgson, Customer Success Adviser; Paul Norris, CSC Delivery Manager and Susan Paterson, Fedcap Operations Director, celebrate their win at the ERSA Employability Awards

The Fedcap Group:
Susan Walsh, 212-727-4200, (SWalsh@fedcap.org)