Client Support Specialist

2 months ago

Cardiff, Cardiff, United Kingdom Maximus Full time

Overview

  • Position: Client Support Specialist
  • Location: United Kingdom
  • Employment Type: Full-time

Role Summary

Become Part of a Dynamic Organization

Maximus is a prominent global entity committed to providing health and employment solutions to millions each year. Our dedicated workforce is engaged in delivering impactful services that truly enhance the lives of individuals. We focus on assessments, health initiatives, and employability programs, working alongside passionate colleagues who are dedicated to making a difference.

The Client Support Specialist position requires a high standard of customer engagement for our service users, working in collaboration with various recognized and smaller organizations across the charity, third sector, and governmental domains. Your responsibilities will include:

  • Comprehending, guiding, and assisting clients in need of diverse information, advice, and support.
  • Delivering a professional, integrity-focused telephone and multi-channel support service, while strictly following established processes, protocols, and regulations.
  • Consistently meeting and exceeding client expectations.
  • Providing timely and accurate multi-channel information services.
  • Listening carefully to callers, showing empathy towards their circumstances, and demonstrating a genuine willingness to assist.
  • Maintaining the Client Records Management (CRM) system with precise data entry and thorough record-keeping, prioritizing data integrity.
  • Collaborating with team members to ensure the highest level of client satisfaction.
  • Encouraging continuous service improvement and positively adapting to change.
  • Conducting comprehensive research on various topics within set deadlines.
  • Adhering to all organizational policies and procedures, HR best practices, and relevant regulations, including but not limited to PCI, GDPR, ISO 27001, 9001, and 14001.
  • Demonstrated experience in providing support-oriented services.
  • Ability to work effectively within a team environment.
  • Proficiency in researching, gathering, and documenting data.
  • IT proficiency with a solid understanding of the MS Office Suite and experience using Windows-based databases.
  • Effective planning and organization of individual workload.
  • Outstanding communication and interpersonal skills.
  • Strong decision-making abilities.
  • Capacity to empathize with individuals at all levels.
  • Expertise in managing and resolving client complaints.
  • Exhibiting emotional resilience.

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