Maximus
Business Support Centre Customer Support Advisor
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Description & Requirements
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Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.
Overview
Handling complex inbound, web chat, SMS and email queries from a wide variety of customers who require information, help and guidance in relation across a varied range of contracts within the Business Support Centre. To work in an efficient manner, in compliance with company policies and procedures. Strive to maintain a high level of service to all customers, as you would expect yourself.
Responsibilities
- To work flexibly and efficiently within the team to provide a seamless service to internal and external customers through a variety of communication channels.
- Make and receive phone calls, monitor and manage web chats and email inboxes and at times paper based communication via letter writing for first time resolution.
- Accurately check, validate and process documentation to required standards within agreed timescales.
- Provide accurate and clear advice and guidance on all general scheme queries.
- Processing of new customer referrals within timescales and quality standards and ensuring adherence to the Data Protection Act and all confidentiality procedures are followed at all times.
- Maintain up to date and professional case management notes within systems and provide accurate data for MI collection.
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Qualifications
- Customer Service experience and being passionate about excellent service standards.
- Ability to communicate effectively and build rapport with customers with great listening and questioning ability.
- Effective written & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment.
- An open, enthusiastic and positive approach.
- Logical problem solver with attention to detail.
- The ability to build rapport with customers quickly.
- Good questioning and listening skills.
- Decision making taking all aspects into account showing empathy in sensitive situations.
- Accuracy, attention to detail and the ability to analyse cases and identify solutions.
- Flexibility to support the business.
- Able to work efficiently in a pressurised environment.
- Experience of using Microsoft Packages.
Desirable
- Customer Service qualification (or working towards)
- Advanced Excel skills
EEO Statement
MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
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We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team.
Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
Minimum Salary
£ 25,311.00
Maximum Salary
£ 25,311.00
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