Job Description - Business Support Centre Customer Support Advisor
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 is the Access to Work Mental Health Programme, the Student Bursary Support Service and Work Programme Schemes. Therefore, 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. Assessing eligibility, informing potential participants about the programmes we offer and then 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 and 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. To work flexibly and efficiently within the team to provide a seamless service to internal and external customers through a variety of communication channels. Make and receive phone calls, monitor and manage web chats and email inboxes and at times 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. Processing of new customer referrals within timescales and quality standards and 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 for communication channels at ease and with minimal impact on the customer journey. Timely and successful first-time resolution of, at times, long and complex customer calls & 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 for personal growth. Essential Customer Service experience and being passionate about excellent service standards. Ability to communicate effectively and build rapport with customers with great listening and questioning ability. Effective written & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment. An open, enthusiastic and positive approach. Logical problem solver with attention to detail. The ability to build rapport with customers quickly. Good questioning and listening skills. Decision making taking all aspects into account 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 of using Microsoft Packages Desirable Customer Service qualification (or working towards) Advanced Excel skills Key Business Priorities Meet or exceed customer engagement performance and quality targets within agreed SLAs. Ability to transfer skills between a varied range for communication channels at ease and with minimal impact on the customer journey. Timely and successful first time resolution of, at times, long and complex customer calls & 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 for personal growth. 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. 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 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.
