MAXIMUS People Services is part of MAXIMUS UK, a global leader in health and employment services. For over a decade, we have successfully helped tens of thousands of individuals into sustainable employment, develop their skills and gain their social and economic independence. Through our training and skills programmes, we connect employers with suitable, well-prepared and motivated candidates, and offer in-work support and aftercare services to retain and develop talent from within an organisation.

Job Summary

Handling complex inbound, web chat, SMS and email queries from a wide variety of customers who require information, help and guidance in relation across a varied range of contracts within the Business Support Centre. To work in an efficient manner, in compliance with company policies and procedures. Strive to maintain a high level of service to all customers, as you would expect yourself.

Face to face Interviews taking place from 22nd May.

Don’t worry if this is new to you, full training will be provided for all the services, advice and guidance we provide.

What we offer:

• Salary £23,400 per annum
• 25 days paid holiday per year + Bank holidays on top of this
• Option to buy or sell up to 5 days per year
• 1 paid volunteering day per year
• 2 days paid dependants leave per year
• Healthcare cash back plan
• 9% combined pension including enhanced employer contribution
• Enhanced maternity and paternity pay
• Employee assistance programme
• Access to a wide range of tools designed to aid wellbeing
• Access to internal training programmes and self-development tools
• Clear progression path, and promote from within culture
• Refer a friend bonus

About the role:

• The role is Monday – Friday. Opening hours of the office are 08:00 – 18:00 so shifts would be 08:00, 09:00 or 10:00 start on a rotational basis
• The role is 100% telephone based, it involves holding welcome calls or warm handover calls which are around 15 minutes long. Agents will take around 30 calls a day back to back. (It doesn’t matter is someone hasn’t had a call centre role before but we do need staff who are happy with being on the phone)
• Agents will undergo call monitoring via quality and compliance checks typical with a call centre setting
• Calls are from Job centres and participants and occasionally you do get some confrontation, agents have to adapt to their audience as you can have all walks of life.
• It’s a new contract so we need people who can adapt to change quickly and be resilient
• Between calls agents will handle email interactions so the interview will assess their written / typing communication skills
• The role is based at 18c Meridian East, Meridian Business Park, Leicester, LE19 1WZ. (Near Mcdonalds and BMW garage) and is easily accessible from motorway / bus routes
• The role is 100% office based and Working from home will not be considered
• Newly refurbished office, complete with games room, breakout area and we have free parking.

Duties:

1. To work flexibly and efficiently within the team to provide a seamless service to internal and external customers through a variety of communication channels.
2. 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.
3. Accurately check, validate and process documentation to required standards within agreed timescales.
4. Provide accurate and clear advice and guidance on all general scheme queries.
5. 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.
6. Maintain up to date and professional case management notes within systems and provide accurate data for MI collection.

Who we are looking for

1. Customer Service experience and being passionate about excellent service standards.
2. Ability to communicate effectively and build rapport with customers with great listening and questioning ability.
3. Effective written & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment.
4. An open, enthusiastic and positive approach.
5. Logical problem solver with attention to detail.
6. The ability to build rapport with customers quickly.
7. Good questioning and listening skills.
8. Decision making taking all aspects into account showing empathy in sensitive situations.
9. Accuracy, attention to detail and the ability to analyse cases and identify solutions.
10. Ability to work under pressure.

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitive advantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Job Types: Full-time, Permanent

Pay: £23,400.00 per year

Ability to commute/relocate:

• Enderby, Leicestershire: reliably commute or plan to relocate before starting work (required)

Experience:

• customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person