National Customer Service Week 2024

Published:

11 October 2024

This week is National Customer Service Week, an opportunity to raise awareness of customer service and the vital role it plays in successful business practices and the growth of the UK economy.At Fedcap, our people care and understand the important role they play in their customers’ journeys to a more secure, healthier and happier life. During this Customer Service Week, we're celebrating the work our people do behind the scenes, including Joanne who went above and beyond to help her customer who was at risk of falling out of employment after his self-employed contracts dried up.

"To you and to your management, you have made the world of difference, thank you so, so much.”

Joanne found support agencies that could help him while he was looking for further work and supported him to find a solution to pay off his childcare debts, so he was no longer worried about his children while trying to work. Through Joanne's efforts he was able to continue working and provide a better life for him and his family.

(Left to Right: Alayna NW, Joanne SC, Carolyn SC, Sue SC, Craig NW, Michelle SC)

Apex Training launches new green skills training programme at Scotland’s National Retrofit Centre

This week, Apex Training has launched its comprehensive and flexible green skills programme at Scotland’s National Retrofit Centre at the BE-ST Innovation Campus in Hamilton, Lanarkshire. Apex Training, powered by Fedcap’s The Verdancy Group, delivers flexible, industry-led green skills training across the UK, with courses designed and taught by experts actively working in the sector today.

By co-locating at the BE-ST Campus, Apex Training will enable individuals to gain industry-recognised credentials and practical experience, supporting entry into high-demand roles across the UK’s growing green economy utilising Scotland’s national innovation centre for the built environment.

Steve Kiakowski, Director of Green Skills at Fedcap’s The Verdancy Group, said: “We’re delighted to have begun delivering our sustainable green skills jobs programmes from Scotland’s state-of-the-art facility in Hamilton. The building itself has undergone a full retrofit, making it the ideal place to base our operations.

“By choosing the BE-ST Innovation Campus as our home, we will remain at the forefront of low-carbon construction, digital innovation, and retrofit best practice – ensuring our learners receive best-in-class green skills training.”

Courses include Pathways to Net Zero; Award in Understanding Damp and Mould; NOCN Level 2 Understanding Domestic Retrofit; SCQF Award in Understanding Domestic Retrofit; Introduction to Airtightness and Ventilation; and Award in Energy Efficiency Measures for Older and Traditional Buildings.

Christine McMahon, President and CEO of Fedcap, said: “Following the launch of our Apex Training Centre in Basingstoke in early 2025, we are already seeing clear results – graduates of our solar installation programme are earning, on average, 20% more in entry-level solar roofing roles than in comparable warehouse positions.

“We project the same at the BE-ST location. This programme delivers tangible economic mobility for individuals from barriered communities. We are thrilled to partner with Scottish leaders to bring our proven, industry-aligned green skills programmes to scale, supporting the workforce needed to advance Scotland’s decarbonisation goals while expanding access to higher-paying careers.”

The Verdancy Group joined the not-for-profit organisation Fedcap last year and is expanding and strengthening its training offer through its Apex Training brand, drawing on the expertise of Fedcap’s Apex Technical School, a leading US vocational training institution with more than 60 years of experience.

Stephen Good, CEO of BE-ST said: “We are excited to welcome The Verdancy Group, one of Scotland’s most innovative low carbon training providers, as our new partners and tenants on campus. We look forward to collaborating to expand support to those across the sector looking to upskill over the next few years.”

Apex Training Course Dates for BE-ST, Hamilton are available to book now

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27 June 2025

From Uniform to Civilian Life: Carl’s Journey of Transition

On Armed Forces Day, we’ve interviewed Carl to tell us what it was like transitioning from the British Armed Forces to Fedcap last year.After nearly 25 years in the British Army, Carl made the leap into civilian employment, joining Fedcap as a Governance, Risk and Audit Manager. His journey has not only highlighted the transferable skills the military provided but also the importance of support during such a life-altering shift.

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Carl in his military uniform, and with his daughter

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Leaving the Forces: The Start of a New Chapter

‍Carl began planning for his career move while still in the Army, actively looking for roles that aligned with his skillset and values. “I’d been in the Army since I was 17,” Carl explains. “I didn’t even have a CV until last year, let alone attend an interview.” In July 2024, while still serving, Carl interviewed for a position with Fedcap. He was offered the job (Governance Risk and Audit Manager) and began in early August —months before his official discharge from the Army in November.It was Fedcap’s values that made Carl’s transition easier “It felt like home straight away. The values of respect, kindness, and integrity—those aligned closely with what I lived by in the military.”

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Facing Challenges along the way

‍Carl’s transition wasn’t just professional. At the same time he was adjusting to a new career, he and his partner Natalie were adopting two young boys—an emotional and time-consuming process layered with its own uncertainties. “We adopted our first son in June,” Carl shared. “Then by November—just days after I left the Army—we took in his younger brother too. It was a whirlwind.”Balancing a new job, the adoption process, and the emotional weight of leaving the only career he’d ever known wasn’t easy. “If I’m being honest, I had good days and bad days,” Carl says. “But the support from Helen Ammash and the wider Fedcap team helped me through what could’ve been a breaking point.”

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The Challenge of Letting Go — and Moving Forward

‍Leaving the military, Carl explains, can feel like stepping off a cliff. “In the Army, everything’s structured—housing, medical, support networks. When you leave, all of that’s gone. You’re suddenly alone in the ‘big wide world.’ That’s scary for anyone, no matter how long you’ve served.”For many veterans, the transition doesn’t go as smoothly. Carl is acutely aware of this, and part of his motivation in joining Fedcap was to make a difference for those veterans still struggling. “We have veterans experiencing homelessness or addiction because they don’t have the support they need post-discharge. I’ve seen it firsthand—and I want to help change that.”

Transferable Skills That Still Make a Difference

‍Throughout his military career, Carl climbed the ranks to become a Squadron Sergeant Major, managing over 250 personnel and handling complex logistics, welfare, and training operations. These responsibilities gave him a broad skillset—leadership, audit, risk management, and empathy—that directly supports his current role and finally departed the Army as a Warrant Officer Class one.“I learned how to lead under pressure, how to support people from all walks of life, and how to solve problems quickly,” he reflects. “Those aren’t just military skills—they’re life skills. These are what I’ve brought to Fedcap.”

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Looking Ahead: A Veteran Champion Within Fedcap

‍Now settled in his role, Carl wants to see Fedcap and other employers build on the Armed Forces Covenant by creating even stronger support structures for veterans. “We’ve made progress, but we can do more,” he says. “Hosting coffee mornings, linking with veteran charities, and proactively recruiting service leavers—all of that can make a huge difference.”Carl has already started connecting Fedcap’s work to wider military support networks and hopes to be a bridge between veterans and sustainable employment.

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Final Reflections

‍Carl’s story is one of transformation—marked not only by professional growth, but by personal resilience — his journey embodies the spirit of Armed Forces Day.“Transitioning isn’t easy,” he says. “But with the right support, the right mindset, and a place like Fedcap that genuinely cares—it’s possible to not just survive, but to thrive.”

30 April 2025

Programme helping people with disabilities and health conditions find work in Cheshire East extended

A successful employment programme that has supported more than 200 people with disabilities and health conditions in Cheshire East has been extended for a year. Inspiring Futures, delivered by not-for-profit organisation Fedcap on behalf of Cheshire East Council, offers personalised support for people who are economically inactive and would like support to get back into the workplace.   With 120 people now in work and progressing their careers, Cheshire East Council has extended Inspiring Futures for another year, allowing Fedcap to continue to make a positive impact in the area. By embedding itself in communities across Cheshire East and recruiting locally, Fedcap has delivered 37% Social Value Return on Investment into communities in Cheshire East. Councillor Jill Rhodes, Chair of Adults & Health Committee at Cheshire East Council, said: “The impact of this programme has been phenomenal not only to the individuals who participated, but to the local voluntary sector and the business community, by highlighting the benefits of employing people with additional needs / disabilities and all of the positives that this can bring. “Offering organisations support around reasonable adjustments and wellbeing for employees has enabled barriers to be broken down, and lives to be changed for the better.”

Portrait of Brian Bell, President of Fedcap Employment.

Brian Bell, President of Fedcap Employment, said: “I’m proud we’ve supported over 200 local people with disabilities or long-term health conditions in pursuit of their goals, with more than half achieving paid employment or meaningful volunteering, exceeding all programme targets. “At Fedcap, we understand the difficulties people face when looking for work and staying in a job. As supported employment specialists, we get to know people to better understand their aspirations. This helps us match people to local employers, and by working hand in hand we can meet the needs of both, ensuring people progress into roles and, crucially, stay in work.” The programme focuses on individuals’ abilities, promoting their skills to local employers. Once people secure roles - whether paid or voluntary, depending on their circumstances, Fedcap continues to provide support, working with employers to meet individual needs and help participants thrive in the workplace.

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