Customer Service Advisor - #562446


Date: 1 week ago
City: Cardiff
Contract type: Full time
Work schedule: Full day
Introduction: 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. Job Summary:

The Customer Service Advisor is required to provide an exceptional level of service to our service users working with a variety of well-known and smaller organisation from charity, third sector and government sectors

You will be required to:

  • Understand, support and advise customers requiring a wide range of information, advice and guidance.

  • To provide a telephone and multi-channel support service with integrity, professionalism and adhering to all relevant process, procedures, and legislation.

  • Comply with the expectations of customers.

  • Ensure they are consistently achieving or exceeding Service Level Agreements (SLA’s).

Essential Job Duties:

  • Provision of multi-channel information services.

  • Provision of accurate, meaningful, and consistent information to support to our customers.

  • Listen patiently, empathise with the caller’s situation and convey a genuine desire to help

and support

  • Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, constantly keeping data integrity as a core priority.

  • Work with colleagues to ensure the highest level of customer satisfaction.

  • Ensure continuous service improvement, initiating, and responding to change in a positive manner.

  • To undertake effective research on a range of topics to fit with deadlines.

  • 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.

Education and Experience Requirements:

  • Proven experience of delivering a service which provided a supporting role;

  • Working as part of a team;

  • Providing telephone, online, email and live chat information;

  • Researching, collecting and recording data evidence;

  • IT literate with full working knowledge of MS Office Suite and use of windows-based databases;

  • Planning and co-ordinating own workload;

  • Excellent communication and interpersonal skills;

  • Strong decision-making abilities;

  • Ability to empathise with people at all levels;

  • Ability to manage and resolve complaints;

  • Emotional resilience.

EEO Statement: MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitive advantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

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