Business Support Centre Customer Support Advisor

Maximus; Leicester; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a leading organization specializing in health and employment services as a Business Support Centre Customer Support Advisor. In this full-time role, you will provide crucial support, manage customer interactions, and ensure seamless service delivery across various programs. Candidates should possess strong customer service experience and effective communication skills, working to meet performance metrics while ensuring high customer satisfaction.

Qualifications

• Experience in Customer Service and strong communication skills.
• Logical problem-solving abilities with attention to detail.
• Ability to work efficiently under pressure.

Responsibilities

• Be the first point of contact for participants and assess their eligibility.
• Provide excellent customer service and high-quality administrative support.
• Process new customer referrals and maintain accurate case management notes.

Skills

Customer Service

Communication

Problem Solving

Attention to Detail

Empathy

Flexibility

Education

Customer Service qualification (or working towards)

Tools

Microsoft Packages

Case Management Systems

Job description

Social network you want to login/join with:

Business Support Centre Customer Support Advisor, Leicester

Client: Maximus

Location: Leicester, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: dcd6985fc9dc

Job Views: 5

Posted: 02.06.2025

Expiry Date: 17.07.2025

Job Description:

General information

Job Posting Title: Business Support Centre Customer Support Advisor

Date: Monday, May 13, 2024

City: Leicester

Country: United Kingdom

Working time: Full-time

Description & Requirements

Be part of something great

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.

The Business Support Centre plays a pivotal role in supporting the wider MAXIMUS group in facilitating government contracts.

We are the first point of contact for most participants joining our schemes and support the interactions between all parties.

The current portfolio of the Business Support Centre includes the Access to Work Mental Health Programme, the Student Bursary Support Service, and the Work Programme Schemes. Our external customers include the Department of Work and Pensions, Ministry of Justice, and the Department of Education. Our aim is to help all participants back into work, support them while at work, and help retain substantive employment.

The role of a Business Support Centre Customer Support Advisor is to be the first interaction point for all participants within the supported programmes. Responsibilities include assessing eligibility, informing potential participants about the programmes, and facilitating their participation by booking them into schemes or logging their cases in various case management systems.

Working efficiently and in compliance with company policies and procedures, you will deliver excellent customer service and high-quality administrative support working to KPIs.

• Work flexibly and efficiently within the team to provide seamless service to internal and external customers through various communication channels.
• Check, validate, and process documentation accurately within required standards and timescales.
• Provide clear advice and guidance on all general scheme queries.
• Process new customer referrals within timescales and quality standards, ensuring adherence to the Data Protection Act and confidentiality procedures.
• Maintain professional case management notes within systems and provide accurate data for MI collection.

Key Performance Indicators

• Meet or exceed customer engagement performance and quality targets within SLAs.
• Transfer skills across communication channels with minimal impact on the customer journey.
• Resolve customer calls and complaints successfully on the first contact, even if complex or lengthy.
• Achieve high customer satisfaction scores through excellent service.
• Work towards a behaviour and performance matrix.
• Complete mandatory learning and own personal growth.

Essential Skills and Experience

• Customer Service experience and passion for excellent service standards.
• Effective communication and rapport-building skills with great listening and questioning abilities.
• Proficiency in written and verbal communication, including web chat in a multi-stream environment.
• Enthusiastic, positive, and open approach.
• Logical problem-solving skills with attention to detail.
• Ability to build rapport quickly with customers.
• Good questioning and listening skills.
• Empathy and decision-making skills in sensitive situations.
• Accuracy, case analysis, and solution identification skills.
• Flexibility to support business needs.
• Ability to work efficiently under pressure.
• Experience with Microsoft Packages.

Desirable Skills

• Customer Service qualification (or working towards).
• Advanced Excel skills.

Key Business Priorities

• Achieve or surpass customer engagement and quality targets within SLAs.
• Transfer skills effectively across communication channels.
• Resolve customer issues successfully on the first contact.
• Maintain high customer satisfaction.
• Work towards performance and behaviour standards.
• Complete mandatory training and foster personal development.