Business Support Centre Customer Support Advisor

Overview 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.

Role Details The role is hybrid (working from home 3 days per week upon completion of training). Description 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.

The current portfolio of the Business Support Centre is the Access to Work Mental Health Programme, the Student Bursary Support Service and Work Programme Schemes. Therefore, our external customers include the Department of Work and Pensions, Ministry of Justice, and the Department of Education. Our aim is to help all participants back into work, support them while at work and help retain substantive employment.

Responsibilities Report to the BSC Team Leader. Handle complex inbound, web chat, SMS, and email queries from a wide variety of customers, providing information, help and guidance across a varied range of contracts within the Business Support Centre and providing administrative support to frontline teams. Assess eligibility, inform potential participants about the programmes, and facilitate participation by booking them into schemes or logging their cases in various case management systems.

Make and receive phone calls, monitor and manage web chats and email inboxes, and at times produce paper communication via letter writing for first‑time resolution. Accurately check, validate and process documentation to required standards within agreed timescales. Provide accurate advice and guidance on all general scheme queries.

Process new customer referrals within timeliness and quality standards and ensure adherence to the Data Protection Act and confidentiality procedures. Maintain updated and professional case management notes within systems and provide accurate data for MI collection. Work efficiently in compliance with company policies and procedures, delivering excellent customer service and high‑quality administrative support, meeting agreed KPIs.

Essential Requirements Customer Service experience and being passionate about excellent service standards. Ability to communicate effectively and build rapport with customers with great listening and questioning ability. Effective written and verbal communication skills with knowledge of web chat facilities in a multi-stream environment.

An open, enthusiastic and positive approach. Logical problem solver with attention to detail. Ability to build rapport with customers quickly.

Decision making with empathy in sensitive situations. Accuracy, attention to detail and the ability to analyse cases and identify solutions. Flexibility to support the business.

Able to work efficiently in a pressurised environment. Experience of using Microsoft Packages. Desirable Customer Service qualification (or working towards).

Advanced Excel skills. Key Performance Indicators Meet or exceed customer engagement performance and quality targets within agreed SLAs. Ability to transfer skills between a varied range of communication channels at ease and with minimal impact on the customer journey.

Timely and successful first‑time resolution of, at times, long and complex customer calls & complaints. Demonstrate excellent customer service to achieve a high customer satisfaction score. Work towards a behaviour and performance matrix.

Complete mandatory learning and take ownership for personal growth. EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.

Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job.

When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team.

Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process. Salary Minimum Salary: £25,311.00 Maximum Salary: £25,311.00 #J-18808-Ljbffr