Customer Service Advisor

Maximus; Paisley; Hybrid; GBP 25,000; Full time

Job summary

Maximus is seeking a dedicated Customer Service Advisor to join their team in Paisley. This role involves handling high volumes of calls, emails, and live chats to support service users in accessing vital resources. Ideal candidates will have strong problem-solving and communication skills, with a passion for helping others. The position offers a hybrid work model and operates on a 12-month fixed-term contract.

Qualifications

• Experience working under pressure with demanding situations.
• Strong written English skills.
• Ability to work independently and make decisions.

Responsibilities

• Respond to service user enquiries and maintain records.
• Identify and address safeguarding concerns promptly.
• Resolve issues proactively and professionally.

Skills

Problem-solving

Communication

Team collaboration

Conflict resolution

Attention to detail

Job description

Requirements & Description

Be part of something great

Maximus is a global organisation specialising in providing health and employment services to millions annually. In the UK, we employ around 5,000 people delivering impactful services such as assessments, health services, employability programmes, and specialist support. We are more than a contact centre; we serve as a vital support line and compassionate resource for vulnerable community members. We are seeking a dedicated Customer Service Advisor to join our team.

This role is ideal for individuals passionate about helping those in need.

As a Customer Service Advisor, you will handle high volumes of calls, emails, and live chats, collaborating with charities, third-sector, and government entities to support service users in accessing resources and exploring options.

This role operates Monday to Friday, with shifts at 8am-4pm, 9am-5pm, 10am-6pm, and 12pm-8pm, plus one Saturday every 5-6 weeks (9am-9pm).

This is a 12-month fixed-term contract. The position is hybrid, working 2 days in the Paisley office and 3 days from home.

Key Responsibilities:

• Respond to service user enquiries, maintain records, escalate issues when necessary
• Identify and address safeguarding concerns promptly
• Meet customer service standards and performance goals
• Handle difficult cases with empathy and patience
• Deliver information via phone, online, email, and chat
• Resolve issues proactively and professionally
• Provide guidance, recommendations, and signposting
• Follow procedures and adapt to updates
• Manage confidential information per data protection standards
• Seek feedback for continuous improvement

Qualifications & Experience:

• Experience working under pressure with demanding situations
• High accuracy and attention to detail
• Team collaboration skills
• Problem-solving abilities
• Multitasking and deadline management
• Conflict resolution skills
• Ability to work independently and make decisions
• Strong written English skills

Desirable:

• Experience with service users with additional needs
• Awareness of mental health issues and a passion for learning

Individual Competencies:

• Maintain composure in challenging situations
• Active listening and engagement
• Empathy and understanding
• Effective communication skills
• Positive attitude and environment fostering
• Proficiency with digital tools and openness to learning
• Time and task prioritisation
• Adaptability and resilience
• Uphold integrity and ethical standards

Additional:

• Cultural awareness and respect for diversity

EEO Statement

Maximus is committed to diversity, equity, and inclusion, ensuring fair treatment throughout recruitment. We are a Disability Confident Leader, offering guaranteed interviews to disabled applicants meeting minimum criteria. Adjustments will be considered during recruitment upon request.

Salary

Minimum: £24,570.00

Maximum: £24,570.00