Helpline Services Worker

Maximus; United Kingdom; Remote; GBP 14,000 - 19,000; Part time

Job summary

MAXIMUS is seeking part-time Helpline Workers in the UK to support individuals experiencing mental health concerns. The role involves handling inbound inquiries, multi-channel support and signposting to services, with shifts 4:30pm–12:30am including weekends.

You will maintain CRM records, adhere to data protection rules, and work within SLA targets. The successful candidate will have prior contact center experience across phone, online, email and chat, plus a strong empathetic communication

Qualifications

• Experience in busy contact centre environments providing telephone, online, email and live chat support.
• 12 months proven experience supporting multiple individuals with mental health concerns and challenges.
• Experience in healthcare or mental health settings, ideally with crisis service.
• Ability to research, collect and record data evidence.
• Effective teamwork and collaboration.
• IT literacy with MS Office and windows-based databases.
• Strong listening, communication and interpersonal skills.
• Confident, empathetic approach with a desire to support individuals.
• Ability to build rapport quickly in online/remote settings.
• Strong decision-making and timely reaction skills.
• Ability to manage and resolve complaints.
• Resilience and wellbeing awareness in demanding environments.
• Ability to plan and coordinate own workload.

Responsibilities

• Manage inbound enquiries from service users and support the helpline's operation.
• Listen patiently and respond with empathy to deliver best outcomes.
• Provide telephone and multi-channel support with professionalism and data protection.
• Comply with client processes and data protection regulations.
• Ensure SLA targets are met and escalate risks when needed.
• Collaborate with manager and colleagues to achieve high customer satisfaction.
• Drive continuous service improvement and timely change.
• Maintain records in the CRM with accurate data input.
• Operate in accordance with company policies and relevant regulations.
• Complete required training modules.

Skills

Empathy and listening

Teamwork

Multichannel support

Data entry

MS Office

Communication

Decision making

Tools

CRM systems

Job description

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 have 3 part-time positions available (22.5 hours per week). Shifts are 7.5 hours, scheduled between 4:30pm and 12:30am, and include weekend working.

Applicants must be able to work the assigned rota pattern.

Working within a team of Helpline Workers, this role will support those experiencing mental health concerns and challenges. The purpose of this role is to provide support and signposting of mental health services, in a professional, calm and empathetic manner. Providing exceptional level of service-to-service users across multiple sectors including but not limited to charity, government and third sector.

1. Manage inbound enquires from Service Users effectively, working to ensure that service users are appropriately supported, ensuring the helplines successful operation.
2. Listen patiently and acting with empathy to deliver the best possible and appropriate outcomes for Service Users.
3. Provide a telephone and multi-channel support service with integrity, professionalism whilst adhering to relevant process, procedures, and legislation.
4. Comply with the expectations of the client processes and data protection regulations.
5. Ensure Service Level Agreements (SLA’s) are achieved, escalation of risk for non-achievement of SLA’s.
6. Collaborate with manager and colleagues to ensure the highest level of customer satisfaction, being a champion of excellent customer service.
7. Ensure continuous service improvement; initiating and responding to change in timely and positive manner.
8. Maintaining accurate records via the Customer Records Management (CRM) system through accurate data input. Keeping data integrity as a core priority.
9. Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001.
10. Completion of all required face to face and online training modules.

Qualifications & Experience

• Previous experience working within a busy contract centre environment, providing telephone, online, email and live chat support.
• 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.
• Researching, collecting, and recording data evidence.
• Ability to work effectively as part of a team.
• IT literate with full working knowledge of MS Office Suite and use of windows-based databases.
• A good listener with strong communication and interpersonal skills to enable communication across a diverse range of service users.
• Confident approach, with a natural instinct to help, working with empathise whilst conveying a genuine desire to support individuals.
• A strong ability to build rapport quickly in online and remote situations.
• Strong decision-making abilities and reactiveness in a timely manner.
• Ability to manage and resolve complaints.
• Holds strong personal and emotional resilience skills, with the ability to provide professional support whilst maintaining ones on levels of wellbeing.
• Planning and coordinating own workload.

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 a 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.

Apply or refer using the internal links below.

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