Empathy-Driven Multi-Channel Customer Service Advisor

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

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.