Customer Service Advisor- Nights - Migrant Help in Cardiff

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. 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.

We are seeking a dedicated Customer Service Advisor to join our team. The 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 Migrant Help, you will provide essential support to Asylum Seekers, making a significant difference in their lives.

The role is working 3 shifts per week from 7pm to 8am, so you must be comfortable working nights. You will work weekends on a rota basis and bank holidays, as the service is open 365 days a year. When you work weekdays, you will work shifts in the office and when you are on a rota for a weekend shift, this will be remote. On occasions you could be on a rota that requires you to be in the office 3 days a week. The start date for the role is 13th April and training will be 5 weeks Monday to Friday 9am to 5pm. You must be able to start on this date.

Responsibilities

• Respond to service user enquiries, maintain accurate service user records, and, when necessary, escalate issues.
• Identify and address safeguarding concerns promptly and effectively.
• Meet customer service standards and performance goals.
• Respond to difficult and sensitive cases with empathy, patience, and resilience.
• Deliver information services across multiple channels (telephone, online, email, and live chat).
• Resolve service user issues proactively, calmly, and professionally.
• Offer guidance, tailored recommendations, and signposting to Service Users.
• Follow established processes and adjust to evolving procedures.
• Manage confidential information with strict adherence to data protection standards.
• Proactively seek and address feedback to drive continuous improvement in the role.

Qualifications & Experience

• Experience performing under pressure and handling demanding situations while 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.

Desirable Experience

• Experience working with service users with additional needs and adapting to unique requirements.
• Awareness of mental health issues and a passion for further learning and development in this area.

Individual Competencies

• Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks.
• Ability to listen and engage with service users, understanding their needs and replying appropriately.
• Ability to show empathy towards others’ experiences and emotions.
• Clear, effective and engaging communication skills with service users.
• A positive approach to fostering an encouraging environment for colleagues and service users.
• Proficient using a variety of digital software applications, and openness to learning new technologies.
• Ability to prioritise time and tasks to meet deadlines and achieve objectives.
• An open approach to embracing diverse perspectives and adapting to new ideas and ways of working.
• Ability to adapt to changing environments and needs, being flexible and resilient in situations.
• Ability to demonstrate the Maximus values by showcasing integrity, taking accountability for actions and decisions, and upholding high ethical standards.

Additional Desirable Competency

• Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds.

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We are a Disability Confident Leader, ensuring a guaranteed interview for eligible applicants with disabilities. Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Salary

Minimum Salary: $26,857.50 Maximum Salary: $26,857.50