Customer Services Advisor – MIND Support Line
Maximus is a global organisation that specializes in providing health and employment services to millions of people every year. They are seeking a dedicated Customer Service Advisor to join their team, playing a crucial role in delivering outstanding service to service users by handling a high volume of calls, emails, and live chats, particularly in partnership with the charity Mind to support mental health inquiries.
Responsibilities
- Respond to service user enquiries, maintain accurate service user records, and escalate issues when necessary
- Identify and address safeguarding concerns promptly and effectively
- Meet customer service standards and performance goals
- Respond to difficult and sensitive cases with empathy, patience, and resilience
- Deliver information services across multiple channels (telephone, online, email, and live chat)
- Resolve service user issues proactively, calmly, and professionally
- Offer guidance, tailored recommendations, and signposting to Service Users
- Follow established processes and adjust to evolving procedures
- Manage confidential information with strict adherence to data protection standards
- Proactively seek and address feedback to drive continuous improvement in role
Skills
- Experience performing under pressure and handling demanding situations whilst staying calm and patient
- Experience maintaining high levels of accuracy and attention to detail in all tasks
- Experience collaborating with diverse teams to achieve common goals
- Ability to solve complex problems and deliver solutions in a timely manner
- Experience managing multiple tasks efficiently, ensuring deadlines are met and quality is maintained
- Ability to resolve conflict, ensuring a positive outcome
- Ability to work independently, demonstrating initiative and good decision-making skills
- Strong written English skills to accurately input and record service user information
- 12 months proven experience supporting multiple individuals/service users with mental health concerns and challenges
- Previous experience working in a healthcare or mental health setting, ideally with crisis service experience
- Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks
- Ability to listen and engage with service users, understanding their needs and replying appropriately
- Holds strong personal and emotional resilience skills, with the ability to provide professional support whilst maintaining ones own levels of wellbeing
- Ability to show empathy towards other's experiences and emotions
- Clear, effective and engaging communication skills with service users
- A positive approach to fostering an encouraging environment for colleagues and service users
- Proficient using a variety of digital software applications, and openness to learning new technologies
- Ability to prioritise time and tasks to meet deadlines and achieve objectives
- An open approach to embracing diverse perspectives and adapting to new ideas and ways of working
- Ability to adapt to changing environments and needs, being flexible and resilient in situations
- Ability to demonstrate the Maximus Values by showcasing integrity, taking accountability for actions and decisions, and upholding high ethical standards
- Experience working with service users with additional needs and adapting to unique requirements
- Awareness of mental health issues and a passion for further learning and development in this area
- Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds
Company Overview