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Respond to service user enquiries, maintain accurate service user records, and escalate issues when necessary.
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Identify and address safeguarding concerns promptly and effectively.
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Meet customer service standards and performance goals.
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Respond to difficult and sensitive cases with empathy, patience, and resilience.
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Deliver information services across multiple channels (telephone, online, email, and live chat).
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Resolve service user issues proactively, calmly, and professionally.
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Offer guidance, tailored recommendations, and signposting to Service Users.
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Follow established processes and adjust to evolving procedures.
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Manage confidential information with strict adherence to data protection standards.
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Proactively seek and address feedback to drive continuous improvement in role.
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Experience performing under pressure and handling demanding situations whilst staying calm and patient.
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Experience maintaining high levels of accuracy and attention to detail in all tasks.
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Experience collaborating with diverse teams to achieve common goals.
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Ability to solve complex problems and deliver solutions in a timely manner.
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Experience managing multiple tasks efficiently, ensuring deadlines are met and quality is maintained.
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Ability to resolve conflict, ensuring a positive outcome.
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Ability to work independently, demonstrating initiative and good decision-making skills.
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Strong written English skills to accurately input and record service user information.
Desirable
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Experience working with service users with additional needs and adapting to unique requirements.
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Awareness of mental health issues and a passion for further learning and development in this area.
Individual Competencies
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Ability to listen and engage with service users, understanding their needs and replying appropriately.
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Ability to show empathy towards other’s experiences and emotions.
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Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks
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Clear, effective and engaging communication skills with service users.
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A positive approach to fostering an encouraging environment for colleagues and service users.
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Ability to use a variety of digital software applications, and openness to learning new technologies.
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Ability to prioritise time and tasks to meet deadlines and achieve objectives.
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An open approach to embracing diverse perspectives and adapting to new ideas and ways of working.
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Ability to adapt to changing environments and needs, being flexible and resilient in situations.
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Ability to demonstrate the Maximus Values by showcasing integrity, taking accountability for actions and decisions, and upholding high ethical standards.
Desirable
- Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds.
Contact Detail:
Maximus UK Recruiting Team