Contact Center Manager jobs in United Kingdom

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Maximus

Leeds, United Kingdom

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15

12.08.2025

26.09.2025

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General information

Job Posting Title Customer Service Advisor - Migrant Help Date Friday, March 28, 2025 City Leeds Country United Kingdom Working time Full-time

General information

Job Posting Title Customer Service Advisor - Migrant Help Date Friday, March 28, 2025 City Leeds Country United Kingdom Working time Full-time

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.

We are more than just a call 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.

1.Respond to service user enquiries, maintain accurate service user records, and escalate issues when necessary.

2.Identify and address safeguarding concerns promptly and effectively.

3.Meet customer service standards and performance goals.

4.Respond to difficult and sensitive cases with empathy, patience, and resilience.

6.Resolve service user issues proactively, calmly, and professionally.

7.Offer guidance, tailored recommendations, and signposting to Service Users.

8.Follow established processes and adjust to evolving procedures.

9.Manage confidential information with strict adherence to data protection standards.

10.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.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 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.Desirable• Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds.