Customer Service Advisor - Mind Support Line

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.
General Information
Date: Tuesday, January 20, 2026
City: Cardiff
Country: United Kingdom
Working time: Full-time
Closing Date: 27-Jan-2026
Working hours: Monday – Friday working a 2‑week rotation of 9am – 5pm and 10am – 6pm shifts; hybrid working and office‑based options following training; office based in Nantgarw.
Responsibilities
Respond to service user enquiries, maintain accurate service user records, and escalat(e) issues when necessary.
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 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.
Desirable
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.
Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds.
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.
Holds strong personal and emotional resilience skills, with the ability to provide professional support whilst maintaining one’s own levels of wellbeing.
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.
EEO Statement
Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well‑being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long‑term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
Minimum Salary
25,340.00
Maximum Salary
25,340.00
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