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Contact Centre Advisor Cardiff, Wales

MAXIMUS

Full Time Cardiff, Wales 27367 - 32687 GBP ANNUAL Today

Job description

Introduction:

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.

Job Summary:

The Contact Centre Advisor deals with queries from clients and customers in a caring, courteous and professional manner; takes initiative with the time management and organisational skills to meet deadlines.

Essential Job Duties:

Provides a single point of contact for customers’ enquiries
Takes ownership & responsibility for calls - from initial contact, through to resolution
Deals with all customer calls in a professional and courteous manner to ensure excellent customer relationship
Follows scripted procedures to ensure all calls are answered in an accurate and consistent manner
Offers advice and guidance to customers, where appropriate
Ensures all information taken from calls is accurately logged onto the system; and where necessary, referred on appropriately for action.

Education and Experience Requirements:

Attention to detail
Good written and verbal communication skills
Ability to work within a targeted driven environment
Excellent Customer Service skills – particularly on telephone
Excellent listening skills
Good interpersonal skills – able to establish and build good working relationships
Good analytical & problem solving skills
IT literate and good keyboard skills
Good organisation and time management skills
Self motivator; able to work as a team as well
Previous experience and understanding of using Siebel or another call management system preferred
Ability to act as a reference point for less experienced staff – support and train new employees.

CHDA 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.