Customer Service Advisor - Migrant Help

LGBT Jobs; Cardiff; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Maximus in the UK seeks a Customer Service Advisor to join our contact centre, delivering high-quality support via calls, emails and live chats to service users, including asylum seekers through Migrant Help collaboration.

You will handle a high volume of inquiries, maintain accurate records, protect confidential data, and respond with empathy while meeting performance standards across multiple channels.

Qualifications

• Experience handling calls, emails, and live chats under pressure.
• Ability to maintain high accuracy and attention to detail.
• Experience collaborating with diverse teams to achieve goals.
• Strong problem-solving skills and timely resolutions.
• Ability to manage multiple tasks and meet deadlines.
• Excellent written English and clear communication.
• Sensitivity to safeguarding and data protection requirements.
• Empathetic approach to service users, including those with additional needs.

Responsibilities

• 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.

Skills

Call handling

Email handling

Live chat

Confidentiality

Problem solving

Empathy

Active listening

Team collaboration

Written English

Job description

Customer Service Advisor role in a contact centre

Responsibilities include handling calls, emails, and live chats

Requires experience in managing complex problems and maintaining confidentiality

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.

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, emails, and live chats. Partnering with the esteemed charity, Migrant Help, you will provide essential support to Asylum Seekers, 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.

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.

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.

Ability to listen and engage with service users, understanding their needs and replying appropriately.

Ability to show empathy towards other's experiences and emotions.

Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks.

Clear, effective and engaging communication skills with service users.

A positive approach to fostering an encouraging environment for colleagues and service users.

Ability to use 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.

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

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.

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, emails, and live chats. Partnering with the esteemed charity, Migrant Help, you will provide essential support to Asylum Seekers, 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.

Qualifications & Experience Essential

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.

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.

Ability to listen and engage with service users, understanding their needs and replying appropriately.

Ability to show empathy towards other's experiences and emotions.

Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks.

Clear, effective and engaging communication skills with service users.

A positive approach to fostering an encouraging environment for colleagues and service users.

Ability to use 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.

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

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.

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

Individual Competencies

Ability to listen and engage with service users, understanding their needs and replying appropriately.

Ability to show empathy towards other's experiences and emotions.

Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks.

Clear, effective and engaging communication skills with service users.

A positive approach to fostering an encouraging environment for colleagues and service users.

Ability to use 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.

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. 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. YourGuaranteed 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.

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