Mental Health Support & Customer Care Advisor

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

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.