Customer Service Advisor - Migrant Help

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.

This role is perfect for someone who is passionate about providing help to those who need it most.

As a Customer Service Advisor in our contact centre, you will play a crucial role in delivering outstanding service to our service users by handling a high volume of calls, emails, and live chats.

Partnering with the esteemed charity, Migrant Help, you will provide essential support to Asylum Seekers, making a significant difference in their lives.

In this role, you will also collaborate with an Interpreter service to ensure that every service user receives the comprehensive assistance they need.

Your contributions will make a meaningful difference in the lives of those navigating complex challenges.

This role requires flexibility, as you will work 5 shifts per week, each lasting 7.5 hours per day, scheduled between 7:00 AM and 10:00 PM, Monday to Sunday on a rotational basis.

Shifts are split across the day, typically structured as:


* Morning segment: 3.5 hours


* Afternoon/evening segment: 4 hours

Example shift patterns include:


* 7:00 AM - 10:30 AM and 2:00 PM - 6:00 PM


* 8:00 AM - 11:30 AM and 3:00 PM - 7:00 PM


* 9:00 AM - 12:30 PM and 4:00 PM - 8:00 PM


* 10:00 AM - 13:30 PM and 5:00 PM - 9:00 PM


* 11:00 AM - 14:30 PM and 6:00 PM - 10:00 PM

As this role involves home working, candidates are required to have a suitable workspace at home.

Your workspace should be a space that is suitable for dealing with calls and is comfortable to work from.

If you require additional equipment such as an ergonomic chair or screen reader, we can support you with this.

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.

5.

Deliver information services across multiple channels (telephone, online, email, and live chat).

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 adhe...