Customer Service Advisor

Maximus; Cardiff; On-site; GBP 20,000 - 26,000; Full time

Job summary

Join Maximus as a Customer Service Advisor in Cardiff, where you will deliver exceptional support to a diverse clientele including charities and government organizations. This full-time role requires effective communication, IT literacy, and a commitment to service excellence, with opportunities for career growth in a supportive environment.

Qualifications

• Proven experience in delivering support services.
• Ability to manage complaints effectively.
• Experience working as part of a team.

Responsibilities

• Provide exceptional service and support to users.
• Maintain accurate customer records.
• Ensure compliance with relevant regulations.

Skills

Communication

Interpersonal skills

Decision making

Emotional resilience

IT Literacy

Tools

MS Office Suite

Windows-based databases

Job description

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General information

Job Posting Title: Customer Service Advisor

Date: Tuesday, May 21, 2024

City: Cardiff

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 Customer Service Advisor is required to provide an exceptional level of service to our service users, working with a variety of well-known and smaller organisations from charity, third sector, and government sectors.

You will be required to:

1. Understand, support, and advise customers requiring a wide range of information, advice, and guidance.
2. Provide telephone and multi-channel support with integrity, professionalism, and adherence to all relevant processes, procedures, and legislation.
3. Comply with customer expectations.
4. Consistently achieve or exceed Service Level Agreements (SLAs).
5. Provide multi-channel information services.
6. Deliver accurate, meaningful, and consistent information to support customers.
7. Listen patiently, empathise with callers, and convey a genuine desire to help and support.
8. Maintain the Customer Records Management (CRM) system with accurate data input and record keeping, prioritising data integrity.
9. Collaborate with colleagues to ensure high customer satisfaction.
10. Ensure continuous service improvement, initiating and responding to change positively.
11. Conduct effective research on various topics to meet deadlines.
12. Operate in compliance with company policies, HR best practices, and relevant regulations such as PCI, GDPR, ISO 27001, 9001, and 14001.
13. Proven experience in delivering supporting services.
14. Experience working as part of a team.
15. Research, collect, and record data evidence.
16. Be IT literate with full knowledge of MS Office Suite and Windows-based databases.
17. Plan and coordinate own workload effectively.
18. Possess excellent communication and interpersonal skills.
19. Exhibit strong decision-making abilities.
20. Empathise with people at all levels.
21. Manage and resolve complaints effectively.
22. Demonstrate emotional resilience.