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Customer Service Representative

2 months ago

Cardiff, Cardiff, United Kingdom Maximus Full time

About Maximus

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. We employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

Our Mission

We do work that matters with people who care. Our services include assessments and health services, employability programmes, and specialist support.

The Role

We are seeking a Customer Service Advisor to provide an exceptional level of service to our service users. You will work with a variety of well-known and smaller organisations from the charity, third sector, and government sectors.

Key Responsibilities

  • Understand, support, and advise customers requiring a wide range of information, advice, and guidance.
  • Provide a telephone and multi-channel support service with integrity, professionalism, and adherence to all relevant processes, procedures, and legislation.
  • Comply with customer expectations and consistently achieve or exceed Service Level Agreements (SLAs).
  • Provide multi-channel information services and accurate, meaningful, and consistent information to support our customers.
  • Listen patiently, empathise with the caller's situation, and convey a genuine desire to help and support.
  • Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, prioritising data integrity.
  • Work with colleagues to ensure the highest level of customer satisfaction.
  • Ensure continuous service improvement, initiating and responding to change in a positive manner.
  • Undertake effective research on a range of topics to meet deadlines.
  • Operate in compliance with all company policies, procedures, HR best practices, and relevant regulations, including PCI, GDPR, ISO 27001, 9001, and 14001.