Customer Service Advisor - MIND Support Line

Description & Requirements

• 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.
• We are more than just a contact centre; we are a vital support line and a compassionate ear for some of the most vulnerable members of our communities, and we are seeking a dedicated Customer Service Advisor to join our team.
• This role is perfect for someone who is passionate about providing help to those who need it most.
• As a Customer Service Advisor in our contact centre, you will play a crucial role in delivering outstanding service to our service users by handling a high volume of calls, emails, and live chats. Partnering with the esteemed charity, Mind, you will provide essential support to help service users understand their mental health and explore the options available to them, making a significant difference in their lives.
• The role is Monday – Friday working a 2 week rotation of 9am – 5pm and 10am – 6pm shifts. We also offer hybrid working and office-based options following training. The office is based in Nantgarw.
• Experience performing under pressure and handling demanding situations whilst staying calm and patient.
• Experience maintaining high levels of accuracy and attention to detail in all tasks.
• Experience collaborating with diverse teams to achieve common goals.
• Ability to solve complex problems and deliver solutions in a timely manner.
• Experience managing multiple tasks efficiently, ensuring deadlines are met and quality is maintained.
• Ability to resolve conflict, ensuring a positive outcome.
• Ability to work independently, demonstrating initiative and good decision-making skills.
• Strong written English skills to accurately input and record service user information.
• 12 months proven experience supporting multiple individuals/service users with mental health concerns and challenges.
• Previous experience working in a healthcare or mental health setting, ideally with crisis service experience.