Service Support Coordinator (Fixed Term Contract)

CAP celebrates the value of diversity and our aim is for our workforce to be as inclusive as possible as well as representing the communities we serve. With this in mind, we welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from candidates from black and ethnic minority backgrounds. We are committed to continue building an environment that embraces diversity and includes all.

Please note the salary shown reflects full time hours and would be paid pro rata for part time. Salary progression when trained would be £27679 (competencies to be reviewed at 6 then 9 months).

This role is ideally full time, but we would consider 30-37.5 hours per week for the right candidate. Our hybrid policy indicates that 40-60 percent of working hours must be worked from our Bradford Support Hub.

Please refer to the attached Job Profile for a full list of role responsibilities. This role is a Fixed Term Contract until March 2027. 

Job Description

Context

CAP's mission is to end UK poverty by equipping churches to reach their communities. We exist to empower and serve churches through exceptional partnerships, delivering impactful debt advice and coaching services. Providing accessible, community-rooted support to those facing financial and social challenges across the UK. Our approach is centered on empowering individuals providing holistic support to achieve financial resilience through expert debt advice and tailored coaching products. This approach goes far beyond financial stability, creating lasting personal and relational transformation and contributing to a society where all can flourish. We are committed to fostering strong relationships with our church partners, ensuring a collaborative and effective service that continually improves to meet the evolving needs of local communities.

Purpose

To empower and support churches and individuals in their journey with CAP, ensuring a seamless and effective experience through expert guidance, efficient processes, and compassionate assistance, ultimately enabling them to transform lives within their communities.

Passion

The Service Support team is passionate about growing and developing our relationship with churches and frontline workers to offer life transforming CAP services to local communities across the UK, whilst giving clients the opportunity to hear and respond to the love of Jesus.

Role reports to:

Service Support Team Manager

Direct reports:

n/a

You'll be a versatile team member, supporting various areas as needed, ensuring efficient workflow and project completion.

Responsibilities

• Handling incoming queries and requests for support
• Be the first point of contact for support requests, answering questions via phone, email, and occasionally mail. This includes managing team phone lines and inboxes and responding to queries from new and existing church partners, coaching services and debt help frontline teams, and staff.
• Handle new partnership enquiries from our website, connecting them with the right Area Partnership Manager.
• Provide the first line of support for our coaching services.
• Answer the new enquiries phone line and take the appropriate action with each caller.
• For new client enquiries, assess the callers¿ suitability for CAP¿s debt counselling service and book an appointment where appropriate. Effectively assess the situations of callers we cannot assist and signpost accordingly.
• Carry out return callback requests in relation to new client enquiries, and requests for information for potential new partner churches and money coaches.
• Monitor and influence the various Facebook frontline groups, supporting both money coaches and frontline teams.
• Support debt help clients to complete a Persons At Risk of Violence (PARV) Order over the phone.

Measurable Outputs:

• Respond to emails and voicemails within 2 working days.
• Projects/tasks as outlined by the Head of Service Support and team managers completed on time and to agreed standard.
• Complete all assigned role related training within appropriate timescales.
• Ensuring all team meetings and commitments are kept up to date and in calendars at least a week in advance.
• Ensuring complaints are distributed within 24 hours of receipt.
• Dealing with administrative requests in a timely manner.
• Smooth organisation of travel and accommodation.
• Respond and book run-through requests within 24 hours of receipt

Culture:

Working at CAP is more than a job; it’s a commitment to a community and movement. We believe that a healthy culture is the fuel for our mission. This means we prioritise 'spiritual rhythms' in our week—including dedicated time for morning prayer, worship, and team huddles. We are a 'joy-filled' office, which means we celebrate every win, from a client becoming debt-free to a colleague’s personal milestone. We expect our team to be 'all in'—not just in their tasks, but in contributing to a supportive, laughter-filled, and prayerful environment.

CAP is a mission-driven, fast-paced, and deeply relational environment. You will find a culture that prioritises:

• Spiritual Rhythms: We start our days with prayer and worship, staying connected to our 'Why.'

• Celebration: We are 'Debt-Free' obsessed. We ring bells, share stories, and celebrate transformation.

• Collaborative Bravery: We tackle big problems (like UK poverty) by working across teams and daring to try new things.

Inclusive Belonging: We want you to bring your whole self to work, knowing you are valued for who God made you to be.

Other responsibilities include

• Being willing to pray with staff.
• To encourage friends, family and other contacts to support the charity through the Life Changer program, and other fundraising initiatives.
• Attending annual CAP staff conferences.
• Completing all compulsory CAP training within given timescales.
• This role falls within the scope of the FCA's conduct rules, and you will be provided with training as to how these apply to the role. It is your responsibility to ensure that you follow these conduct rules.

The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances

Skills required

• Excellent organisational skills
• Excellent written and verbal communication skills at all levels
• Ability to see through a project from start to finish
• Ability to problem solve and driven to find solutions
• Ability to consistently achieve expected outputs
• A calm, confident telephone manner that inspires confidence in others.
• Ability to handle potentially distressing telephone calls.
• Ability to demonstrate compassion and understanding when communicating in challenging situations.
• Able to evidence a good degree of resilience for the scope of the role.
• Ability to maintain own emotional wellbeing; taking initiative where necessary to access the appropriate support.
• Able to work well to prescribed processes and instructions and also take initiative where necessary.
• Ability to work both independently and as part of a team.
• Ability to work accurately, quickly, and with attention to detail whilst under pressure
• Logical, articulate approach to work, prioritising workload efficiently
• Confident computer user including Google workspace
• Discretion and confidentiality essential
• Personable and friendly.
• Knowledge and understanding of CAP would be beneficial

Experience:

Essential

• Experience of collaborating within and across teams
• Experience of working with church teams and frontline facing roles
• Phone and email based customer service experience
• Secretarial/PA/Administrative experience
• Experience of telephone based customer service.

Desirable

• Experience of delivery of a CAP service, for example money coaching.
• Training delivery.
• Sales experience and evidence of success in this area.

Educational requirements

• GCSE Maths & English or equivalent qualification that indicates a good level of literacy and numeracy