Customer Service Advisor

LGBT Jobs; Cardiff; Hybrid; GBP 19,000 - 23,000; Full time

Job summary

Maximus is recruiting a Customer Service Advisor for our UK contact centre in Nantgarw, handling calls, emails and live chats to support vulnerable service users. This is a 37.5 hour week with shifts from 8:00am to 8:00pm, including weekends.

Following probation, the role offers a hybrid pattern with 2 days per week on-site in Nantgarw, delivering meaningful support in health and employability services across partnerships.

Qualifications

• Experience performing under pressure while staying calm and patient.
• High accuracy and attention to detail in all tasks.
• Ability to work with diverse teams to achieve goals.
• Strong problem-solving to deliver timely solutions.
• Conflict resolution and positive outcomes in challenging cases.
• Excellent written English for accurate data input.

Responsibilities

• Respond to service user enquiries across calls, email and live chat.
• Maintain accurate service user records and escalate issues as needed.
• Identify safeguarding concerns and address them promptly.
• Meet customer service standards and performance goals.
• Handle difficult or sensitive cases with empathy and resilience.
• Provide information services across multiple channels.
• Offer guidance and signposting to service users.
• Follow established processes and adapt to new procedures.
• Manage confidential information in line with data protection standards.
• Proactively seek and address feedback to improve the role.

Skills

Relating under pressure

Attention to detail

Conflict resolution

Clear written English

Team collaboration

Problem solving

Independent decision making

Prioritising tasks

Job description

Customer Service Advisor role in Maximus contact centre

37.5 hours per week with shifts between 8:00am and 8:00pm, including weekend work

Hybrid working pattern after probation with 2 days per week on-site in Nantgarw

Responsibilities include handling calls, emails, and live chats to support vulnerable service users

Requirements include experience in managing pressure, attention to detail, and conflict resolution

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. 37.5 hours per week, working shifts between 8:00am and 8:00pm. The role requires weekend working (Saturday and Sunday), with remaining shifts scheduled across Monday to Friday. Following successful completion of probation, a hybrid working pattern will be available, with 2 days per week based-site in Nantgarw.

We are more than just a contact centre; we are a vital support line and a compassionate ear for some of the most vulnerable members of our communities, and we are seeking a dedicated Customer Service Advisor to join our team. This role is perfect for someone that is passionate about providing help to those who need it most. As a Customer Service Advisor in our contact centre, you will play a crucial role in delivering outstanding service to our service users by handling a high volume of calls, emails, and live chats. Collaborating with various smaller organisations, including charities, third sector and government entities, you will provide essential support to help service users explore their options and access the appropriate resources, making a significant difference in their lives.

Specific Accountabilities

• Respond to service user enquiries, maintain accurate service user records, and elevate issues when necessary.
• Identify and address safeguarding concerns promptly and effectively.
• Meet customer service standards and performance goals.
• Respond to difficult and sensitive cases with empathy, patience, and resilience.
• Deliver information services across multiple channels (telephone, online, email, and live chat).
• Resolve service user issues proactively, calmly, and professionally.
• Offer guidance, tailored recommendations, and signposting to Service Users.
• Follow established processes and adjust to evolving procedures.
• Manage confidential information with strict adherence to data protection standards.
• Proactively seek and address feedback to drive continuous improvement in role.

Key Contacts & Relationships

Internal Customer Service Advisors Team Leaders Operations Managers Wider Connect Colleagues External Service Users.

Qualifications & Experience

• Experience performing under pressure and handling demanding situations whilst staying calm and patient.
• Experience maintaining high levels of accuracy and attention to detail in all tasks.
• Experience collaborating with diverse teams to achieve common goals.
• Ability to solve complex problems and deliver solutions in a timely manner.
• Experience managing multiple tasks efficiently, ensuring deadlines are met and quality is maintained.
• Ability to resolve conflict, ensuring a positive outcome.
• Ability to work independently, demonstrating initiative and good decision-making skills.
• Strong written English skills to accurately input and record service user information.

Desirable

• Experience working with service users with additional needs and adapting to unique requirements.
• Awareness of mental health issues and a passion for further learning and development in this area.

Individual Competencies

• Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks.
• Ability to listen and engage with service users, understanding their needs and replying appropriately.
• Ability to show empathy towards other’s experiences and emotions.
• Clear, effective and engaging communication skills with service users.
• A positive approach to fostering an encouraging environment for colleagues and service users.
• Proficient using a variety of digital software applications, and openness to learning new technologies.
• Ability to prioritise time and tasks to meet deadlines and achieve objectives.
• An open approach to embracing diverse perspectives and adapting to new ideas and ways of working.
• Ability to adapt to changing environments and needs, being flexible and resilient in situations.
• Ability to demonstrate the Maximus Values by showcasing integrity, taking accountability for actions and decisions, and upholding high ethical standards.

Desirable

• Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds.
• 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.
• 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.

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!