The Business Support Centre plays a pivotal role in supporting the wider MAXIMUS group in facilitating government contracts.
We are the first point of contact for most participants joining our schemes and support the interactions between all parties.
The current portfolio of the Business Support Centre includes the Access to Work Mental Health Programme, the Student Bursary Support Service, and Work Programme Schemes. Our external customers include the Department of Work and Pensions, Ministry of Justice, and the Department of Education. Our aim is to help all participants back into work, support them while at work, and help retain substantive employment.
The role of a Business Support Centre Customer Support Advisor is to have the first interaction for all participants within the programmes we support. This includes assessing eligibility, informing potential participants about the programmes we offer, and facilitating their participation by booking them into the schemes or logging their cases in various case management systems.
Reporting to the BSC Team Leader, you will be part of a multi-skilled team handling complex inbound, web chat, SMS, and email queries from a wide variety of customers who require information, help, and guidance across a varied range of contracts within the Business Support Centre while providing administrative support to our frontline teams.
Working in an efficient manner, in compliance with company policies and procedures, you will deliver excellent customer service and high-quality administrative support working to agreed KPIs.
Key Responsibilities
* Work flexibly and efficiently within the team to provide a seamless service to internal and external customers through various communication channels.
* Make and receive phone calls, monitor and manage web chats and email inboxes, and at times, handle paper-based communication via letter writing for first-time resolution.
* Accurately check, validate, and process documentation to required standards within agreed timescales.
* 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 are followed at all times.
* Maintain up-to-date and professional case management notes within systems and provide accurate data for MI collection.
Key Performance Indicators
* Meet or exceed customer engagement performance and quality targets within agreed SLAs.
* Ability to transfer skills between a varied range of communication channels with minimal impact on the customer journey.
* Timely and successful first-time resolution of long and complex customer calls and complaints.
* Demonstrate excellent customer service to achieve a high customer satisfaction score.
* Work towards a behaviour and performance matrix.
* Complete mandatory learning and take ownership of personal growth.
Essential Qualifications
* Customer Service experience and a passion for excellent service standards.
* Ability to communicate effectively and build rapport with customers, showcasing great listening and questioning ability.
* Effective written and verbal communication skills with knowledge of web chat facilities in a multi-stream environment.
* An open, enthusiastic, and positive approach.
* Logical problem solver with attention to detail.
* Ability to build rapport with customers quickly.
* Good questioning and listening skills.
* Decision-making skills, taking all aspects into account and 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 using Microsoft Packages.
Desirable Qualifications
* Customer Service qualification (or working towards).
* Advanced Excel skills.
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 wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.
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.
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