Customer Service Advisor - PIP

Maximus; Glasgow; Hybride; GBP 24 000 - 29 000; Plein temps

Résumé du poste

Maximus in Glasgow is seeking a Customer Service Advisor to join our contact centre. The role is hybrid, with time at home and at the Glasgow office, and requires occasional travel to the office.

You will handle a high volume of calls, emails and live chats, deliver information services across multiple channels, and maintain accurate service user records with strict data protection practices.

Qualifications

• 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.

Responsabilités

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

Connaissances

Ability to work under pressure

Attention to detail

Team collaboration

Problem solving

Multitasking

Conflict resolution

Initiative & independence

Strong written English

Description du poste

Be part of something greatMaximus 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. 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. 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 is a hybrid role between Home and our Glasgow Office, candidates must be able to travel to the office as and when needed.

General information

Date

Wednesday, November 4, 2026

City

Glasgow

Country

United Kingdom

Working time

Full-time

Closing Date

16-Nov-2026

Description & Requirements

Be part of something greatMaximus 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. 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. 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 is a hybrid role between Home and our Glasgow Office, candidates must be able to travel to the office as and when needed.

Job Summary

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

Key Contacts & Relationships

Internal

• Customer Service Advisors
• Team Leaders
• Operations Managers
• Wider Connect Colleagues

External

• Service Users

Qualifications And/or 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 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 the 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

• 26,227.50

Maximum Salary

• 26,227.50