Administrator

Job Description

Be part of something greatMaximus 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 peoples lives.From assessments and health services to employability programmes and specialist support, we do work that matters with people who care. Job Summary 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. Thecurrent 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 allparticipants 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 managementsystems. 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 withinthe 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 supportworking to agreed KPIs. Essential Job 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 timespaper 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. Education and Experience Requirements Essential1. 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. Flexibility to support the business.11. Able to work efficiently in a pressurised environment.12. Experience of using Microsoft Packages.Desirable1. Customer Service qualification (or working towards)2. Advanced Excel skills 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 competitiveadvantage; 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 disadvantagedby 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.Apply for this job onlineRefer this job to a friendShare on your newsfeedApplication FAQs

Keyskills :
AdministrativeAdministrative Support