Customer Services Advisor – Support Line

Maximus; Cardiff; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Office-based option

Training provided

Job summary

Maximus in Cardiff is seeking a Customer Services Advisor to join the Support Line on a 12-month fixed-term contract. You will handle high volumes of calls, emails and live chats, guiding service users with empathy and clear information while complying with data protection standards.

The role includes rotating shifts (9am – 5pm and 10am – 6pm) during a two-week cycle, with hybrid working and office-based options after training.

Qualifications

• Experience handling high-pressure calls with calm, patient service.
• High accuracy and attention to detail in records and tasks.
• Ability to work with diverse teams to meet goals.
• Strong problem-solving and timely solution delivery.
• Able to manage multiple tasks and meet deadlines.
• Conflict resolution skills for positive outcomes.
• Ability to work independently and take initiative.
• Excellent written English for inputting service data.
• Experience supporting mental health service users.

Responsibilities

• Respond to service user enquiries across calls, email and chat.
• Maintain accurate service user records and escalate when needed.
• Identify safeguarding concerns promptly and act accordingly.
• Meet customer service standards and performance targets.
• Deliver information services through multiple channels.
• Resolve issues proactively with empathy and professionalism.
• Provide guidance, signposting and tailored recommendations.
• Follow processes and adapt to new procedures.
• Protect confidential information per data protection rules.
• Seek feedback to drive continuous improvement.

Skills

Working under pressure

Attention to detail

Team collaboration

Problem solving

Multi-tasking

Conflict resolution

Independent work

Strong written English

Empathy for service users

Job description

Customer Services Advisor – Support Line

General information

Date

Tuesday, September 29, 2026

City

Cardiff

Country

United Kingdom

Working time

Full-time

Closing Date

06-Oct-2026

Description & Requirements

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. The role is a 12 month fixed term contract, Monday – Friday working a 2 week rotation of 9am – 5pm and 10am – 6pm shifts. We also offer hybrid working and office-based options following training. The office is based in Nantgarw. 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, Mind, you will provide essential support to help service users understand their mental health and explore the options available to them, making a significant difference in their lives.

Duties and Responsibilities

• Respond to service user enquiries, maintain accurate service user records, and escalaper 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.
• 12 months proven experience supporting multiple individuals/service users with mental health concerns and challenges.
• Previous experience working in a healthcare or mental health setting, ideally with crisis service experience.
• 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 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.
• Holds strong personal and emotional resilience skills, with the ability to provide professional support whilst maintaining ones own levels of wellbeing.
• 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.
• 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.