Customer Service Advisor

Maximus; Cardiff; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Holiday trade scheme

9% combined pension

Flexible benefits package

Job summary

Maximus in the United Kingdom is seeking a Customer Service Advisor to join our contact centre. You will handle a high volume of calls, supporting service users and collaborating with charities, third sector and government partners to help people access resources.

This hybrid role requires flexibility: 5 shifts per week of 7.5 hours across 8am–8pm, with office days on Wednesday and Thursday; one weekend shift every 3–4 weeks, varying as needed.

Qualifications

• Experience handling 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 with timely solutions.
• Ability to manage multiple tasks and meet deadlines.
• Conflict resolution skills and positive outcomes.
• Independent, proactive decision making.
• Strong written English for accurate data input.

Responsibilities

• Respond to service user enquiries and maintain accurate records.
• Escalate issues when necessary and maintain safeguarding standards.
• Meet customer service standards and performance goals.
• Handle difficult cases with empathy, patience and resilience.
• Provide guidance, signposting and tailored recommendations.
• Follow established processes and adapt to new procedures.
• Protect confidential information and data privacy.
• Seek feedback and contribute to continuous improvement.

Skills

Calm under pressure

Attention to detail

Team collaboration

Problem solving

Independent initiative

Clear written English

Empathy

Active listening

Job description

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.

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 who 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. 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.

This role requires you to be flexible as you will work 5 shifts of 7.5 hours per week, scheduled between 8a m - 8pm, Monday - Sunday in a shift rotation. Shift patterns are 8-4, 9-5, 10-6, 12-8. You will work 1 weekend shift every 3 - 4 weeks but this could be more at times so need to be flexible. You will work in a hybrid way and your office days will be Wednesday and Thursday.

Benefits include:

• 25 days annual leave
• Holiday trade scheme (subject to HMRC rules)
• 9% combined pension
• Flexible benefits package

Job Summary

• Respond to service user enquiries, maintain accurate service user records, and escalate 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.
• 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.

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.

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.
• 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