Customer Service Advisor - Migrant Help

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

Job summary

An established industry player is seeking a dedicated Customer Service Advisor to support vulnerable community members. In this impactful role, you will engage with asylum seekers through calls, emails, and live chats, providing essential assistance. Your ability to handle sensitive situations with empathy and maintain high service standards will be crucial. This full-time position offers a chance to make a difference while developing your skills in a supportive environment. Join a company committed to diversity, equity, and inclusion, and be part of a team that values integrity and accountability.

Qualifications

• Experience in handling demanding situations calmly.
• Ability to collaborate with diverse teams effectively.

Responsibilities

• Respond to service user enquiries and maintain accurate records.
• Handle difficult cases with empathy and patience.

Skills

Problem-solving skills

Conflict resolution skills

Attention to detail

Multitasking

Strong written English skills

Tools

Digital tools proficiency

Job description

Join to apply for the Customer Service Advisor - Migrant Help role at Maximus.

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. In the UK, we employ around 5,000 people across the country to deliver impactful services, including assessments, health services, employability programmes, and specialist support. We do meaningful work with people who care.

Role Overview:

We are seeking a dedicated Customer Service Advisor to join our team. This role is vital in supporting some of the most vulnerable members of our communities. You will handle a high volume of calls, emails, and live chats, providing essential support in partnership with Migrant Help to assist asylum seekers.

Key Responsibilities:

• Respond to service user enquiries, maintain accurate records, and escalate issues when necessary.
• Identify and address safeguarding concerns promptly.
• Meet customer service standards and performance goals.
• Handle difficult and sensitive cases with empathy and patience.
• Deliver information across multiple channels, including telephone, online, email, and live chat.
• Resolve issues proactively and professionally.
• Offer guidance, tailored recommendations, and signposting to service users.
• Follow established processes and adapt to new procedures.
• Manage confidential information in accordance with data protection standards.
• Seek feedback and contribute to continuous improvement.

Essential Qualifications & Experience:

• Experience working under pressure and handling demanding situations calmly.
• High attention to detail and accuracy.
• Ability to collaborate with diverse teams.
• Problem-solving skills with timely solutions.
• Efficient multitasking to meet deadlines without compromising quality.
• Conflict resolution skills.
• Ability to work independently with initiative and good judgment.
• Strong written English skills for accurate record-keeping.

Desirable Skills:

• Experience working with service users with additional needs.
• Awareness of mental health issues and a commitment to learning in this area.

Individual Competencies:

• Active listening and engagement with service users.
• Empathy and emotional understanding.
• Composure in challenging situations.
• Effective communication skills.
• Positive attitude and team spirit.
• Proficiency with digital tools and willingness to learn new technologies.
• Time management and prioritisation skills.
• Adaptability and resilience.
• Upholding Maximus values of integrity, accountability, and high ethical standards.

Additional Desirable Attributes:

• Cultural awareness and respect for diversity.

Additional Information:

We are committed to diversity, equity, and inclusion, and support applicants with disabilities through our Guaranteed Interview Scheme. The salary for this role is £25,185, and it is a full-time, entry-level position within the government administration sector.