Customer Service Advisor - Twilight shift

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Customer Service Advisor - Twilight shift, Cardiff

Client: Maximus

Location: Cardiff, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 2a042f61f676

Job Views: 72

Posted: 18.02.2025

Expiry Date: 04.04.2025

Job Description:

General information

Job Posting Title: Customer Service Advisor - Twilight shift

Date: Monday, June 24, 2024

City: Cardiff

Country: United Kingdom

Working time: Part-time

Description & Requirements

This role is working 5 x 5pm - 10pm shifts across Monday - Sunday and will work 1 in 4 weekends.

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.

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 organisations from charity, third sector and government sectors.

You will be required to:

1. Understand, support and advise customers requiring a wide range of information, advice and guidance.
2. Provide a telephone and multi-channel support service with integrity, professionalism, and adherence to all relevant processes, procedures, and legislation.
3. Comply with the expectations of customers.
4. Ensure consistently achieving or exceeding Service Level Agreements (SLAs).
5. Provide multi-channel information services.
6. Deliver accurate, meaningful, and consistent information to support our customers.
7. Listen patiently, empathise with the caller’s situation, and convey a genuine desire to help and support.
8. Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, ensuring data integrity as a core priority.
9. Work with colleagues to ensure the highest level of customer satisfaction.
10. Ensure continuous service improvement, initiating and responding to change in a positive manner.
11. Undertake effective research on a range of topics to meet deadlines.
12. Operate in compliance with all company policy & procedures, HR best practices, and relevant regulations including but not limited to PCI, GDPR, ISO 27001, 9001, and 14001.
13. Proven experience of delivering a supportive service.
14. Experience working as part of a team.
15. Researching, collecting, and recording data evidence.
16. IT literate with full working knowledge of MS Office Suite and use of windows-based databases.
17. Ability to plan and coordinate own workload.
18. Excellent communication and interpersonal skills.
19. Strong decision-making abilities.
20. Ability to empathise with people at all levels.
21. Ability to manage and resolve complaints.
22. Emotional resilience.