Maximus is a global organisation that specializes in providing health and employment services to millions of people every year. They are seeking a dedicated Customer Service Advisor to join their team, playing a crucial role in delivering outstanding service to service users by handling a high volume of calls, emails, and live chats, particularly in partnership with the charity Mind to support mental health inquiries.
Responsibilities
- Respond to service user enquiries, maintain accurate service user records, and escalate 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
- 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
- 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
- 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
- Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds
Company Overview
Maximus helps governments deliver on their mission with modern services that improve outcomes and citizen experiences. It was founded in 1975, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.maximus.com/.