Customer Relations Advisor

Customer Relations Advisor

Avature

Leeds

GBP 60,000 - 80,000

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.

The specifics of the role vary but in summary the role is part of a national team handling complaints and enquiries from customers, their representatives (including welfare rights groups and MPs) and DWP.

Key Responsibilities:

• Complete customer call backs following escalation requests from the Contact Centre, maintaining accurate records and passing for investigation as appropriate.
• Manage the National Customer Relations inbox providing clear, concise responses, and recording on complaint management system as appropriate, passing to relevant operational areas or escalating for investigation as necessary.
• Deal with alternative format communication requests from customers, providing communications in an appropriate and timely manner.
• Record Right of Access requests and gather relevant data – in liaison with relevant Data Protection Officers (CHDA & DWP) and in accordance with data protection legislation.
• Maintain and monitor records relating to receipt and destruction (in accordance with DWP policy) audio recordings of assessments.
• Handle telephone enquiries from the general public, agencies and health care professionals and provide appropriate advice in relation to general queries and complaint investigations.
• Draft letters, including replies to enquiries to agreed quality standards.
• Resolve each customer interaction where possible, ensuring an agreed outcome is recorded.
• General office administrative duties including ordering stationery, completing spreadsheets, copying, scanning etc.
• Accurate dispatching of information as required by external courier.
• Undertake relevant copying, scanning and ad hoc administrative duties.
• Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties.
• Excellent written and oral communication and interpersonal skills needed to deal effectively with sometimes complex issues and concepts which require patience, understanding, tact and sensitivity.
• IT literacy, able to confidently use MS Word, Excel and Outlook to an acceptable standard.
• Ability to work under own initiative to meet deadlines and specified standards.
• Ability to handle potentially distressing or emotional situations: tact, diplomacy and discretion essential.