Business Support Centre Customer Support Advisor

Nature and Purpose of Job
The Business Support Centre plays a pivotal role in supporting the wider MAXIMUS group in facilitating government contracts. We are the first point of contact for most participants joining our schemes and support the interactions between all parties.

Maximus aim to help all participants back into work and to support them while at work and help retain substantive employment.

The role of a Business Support Centre Customer Support Advisor is to handle the first interaction for all of our participants within the programmes we support. Assessing eligibility, informing potential participants about the service we offer and then facilitating their participation by booking them into the relevant services, reviewing and updating their cases in various appropriate case management systems.

Reporting to the BSC Team Leader you will be part of a multi-skilled team handling complex inbound and outbound telephone calls, web chats, SMS and email queries/enquiries simultaneously from a wide variety of customers who require information, help and guidance across a varied range of contracts within the Business Support Centre and providing administrative support to our frontline teams.

Working in an efficient manner, in compliance with company policies and procedures you will deliver excellent customer service and high-quality administrative support working to agreed KPIs at all times. What is on offer

The above standards are required to be met within a compulsory probationary period of 6 months.

The successful candidate will

• 25 Days Annual Leave (with the option to buy or sell up to 5 days AL -once a year)
• Free EAP Service offering support and guidance 24/7
• Medi Cash Wellness
• Free Breakfast and Fruit club
• Free Tea/Coffee
• Free Car parking
• Excellent engagement programme including a games room
• Volunteer day scheme

Core Responsibilities

1. To work flexibly and efficiently within the team to provide a seamless service to internal and external customers through a variety of communication channels.
2. Make and receive phone calls, monitor, and manage web chats and email inboxes and at times paper-based communication via letter writing for first time resolution.
3. Accurately check, validate, and process documentation to required standards within agreed timescales.
4. Provide accurate and clear advice and guidance on all general scheme queries.
5. Processing of new customer referrals within timescales and quality standards and ensuring adherence to the Data Protection Act and all confidentiality procedures are followed at all times.
6. Maintain up to date and professional case management notes within systems and provide accurate data for MI collection.

Essential

1. Customer Service experience and being passionate about excellent service standards.
2. Ability to communicate effectively and build rapport with customers with great listening and questioning ability.
3. Effective written & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment.
4. An open, enthusiastic and positive approach.
5. Logical problem solver with attention to detail.
6. The ability to build rapport with customers quickly.
7. Good questioning and listening skills.
8. Decision making taking all aspects into account showing empathy in sensitive situations.
9. Accuracy, attention to detail and the ability to analyse cases and identify solutions.
10. Flexibility to support the business.
11. Able to work efficiently in a pressurised environment.
12. Experience of using Microsoft Packages.

Desirable

1. Customer Service qualification (or working towards)
2. Advanced Excel skills