Helpline Services Worker

Description & Requirements

This is a UK home based remote role only.

Shifts will be 16:30 - 00:30 working 5 out of 7 shifts per week Monday-Sunday and 1 in 2 weekends.

This could change so you need to be flexible.

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.

Supporting the growth strategy within Connect requires a leader who can build a professional and scalable business.

This role, reporting into the Vice President of Customer Services will establish core business functions, define and manage strong business processes, support growth and lead a team to deliver continuous improvement.

The functions managed by this role will provide a necessary check and balance to the operation and ensure high standards of service delivery to clients.

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 m...