Business Support Centre Customer Support Specialist
1 month ago
About the Role
We are seeking a highly skilled and customer-focused Customer Support Advisor to join our Business Support Centre team at Maximus. As a key member of our team, you will be responsible for providing exceptional customer service and support to our clients, ensuring that their needs are met and exceeded.
Key Responsibilities
- Provide accurate and clear advice and guidance on all general scheme queries.
- Process new customer referrals within timescales and quality standards, ensuring adherence to the Data Protection Act and all confidentiality procedures.
- Maintain up-to-date and professional case management notes within systems and provide accurate data for MI collection.
- 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.
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 & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment.
- An open, enthusiastic and positive approach.
- Logical problem solver with attention to detail.
- The ability to build rapport with customers quickly.
- Good questioning and listening skills.
- Decision making taking all aspects into account showing 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.
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. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.
Why Join Us?
At Maximus, we offer a dynamic and supportive work environment that encourages our employees to grow and develop their skills. We are committed to providing exceptional customer service and support to our clients, and we are looking for talented individuals who share our passion for delivering high-quality services.
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