Customer Support Specialist

8 hours ago


Leicester, Leicester, United Kingdom Maximus Full time

Maximus is a global organisation that delivers vital services to millions of people. In the UK, we employ around 5,000 people across the country, working together to make a profound impact on people's lives.

About This Role

This role plays a pivotal part in supporting government contracts and facilitates interactions between parties. The Business Support Centre is the first point of contact for participants joining our schemes and supports external customers, including the Department of Work and Pensions, Ministry of Justice, and Department of Education.

The primary goal is to help participants back into work, provide support while at work, and retain substantive employment. As a Customer Support Specialist - Programme Facilitator, you will have the first interaction with all participants within supported programmes.

You will assess eligibility, inform potential participants about available programmes, and facilitate participation by booking them into schemes or logging cases in various systems. Delivering excellent customer service and high-quality administrative support is crucial, working efficiently within company policies and procedures to meet agreed KPIs.

Key Responsibilities
  • Work flexibly and efficiently with the team to provide seamless internal and external customer service through various communication channels.
  • Accurately check, validate, and process documentation within agreed timescales and quality standards.
  • Provide clear and accurate advice and guidance on general scheme queries.
  • Process new customer referrals within set timescales and quality standards, adhering to the Data Protection Act and confidentiality procedures.
  • Maintain professional case management notes within systems and provide accurate data for MI collection.
Performance Indicators
  • Meet or exceed customer engagement performance and quality targets within agreed SLAs.
  • Show flexibility in transferring skills between various communication channels with minimal impact on the customer journey.
  • Timely and successful resolution of complex customer calls and 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.
About You

We are looking for an individual with excellent customer service experience and passion for delivering exceptional service standards. The ideal candidate can communicate effectively, build rapport with customers, and possess great listening and questioning abilities.

They should be able to communicate effectively in a multi-stream environment and possess advanced Excel skills. Experience of using Microsoft Packages is also essential. A customer service qualification or working towards one is desirable.

This role requires flexibility, accuracy, attention to detail, and the ability to analyse cases and identify solutions. Working efficiently in a pressurised environment and meeting deadlines is crucial.



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