Helpline Services Worker - Maximus

This is a 6 months Fixed Term Opportunity. Shifts will be 16:30 - 00:30 working Wednesday-Sunday. This could change so you need to be flexible. The role is also home based but only to the UK, so we cannot accept applications outside of the UK.

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.

As a Helpline Worker you will provide an exceptional level of service to service users working with one of our charities. The helpline is there for anyone who needs to talk confidentially about a tough time they are experiencing. As a Helpline Worker you will listen, support, inform and signpost those to further information.

Working within a team of Helpline Workers, this role will support those experiencing mental health concerns and challenges. The purpose of this role is to provide support and signposting of mental health services, in a professional, calm and empathetic manner. Providing exceptional level of service-to-service users across multiple sectors including but not limited to charity, government and third sector.

1. Manage inbound enquires from Service Users effectively, working to ensure that service users are appropriately supported, ensuring the helplines successful operation.
2. Listen patiently and acting with empathy to deliver the best possible and appropriate outcomes for Service Users.
3. Provide a telephone and multi-channel support service with integrity, professionalism whilst adhering to relevant process, procedures, and legislation.
4. Comply with the expectations of the client processes and data protection regulations.
5. Ensure Service Level Agreements (SLA's) are achieved, escalation of risk for non-achievement of SLA's.
6. Collaborate with manager and colleagues to ensure the highest level of customer satisfaction, being a champion of excellent customer service.
7. Ensure continuous service improvement; initiating and responding to change in timely and positive manner.
8. Maintaining accurate records via the Customer Records Management (CRM) system through accurate data input. Keeping data integrity as a core priority.
9. Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001.
10. Completion of all required face to face and online training modules.

Qualifications & Experience

• Previous experience working within a busy contract centre environment, providing telephone, online, email and live chat support.
• 12 months proven experience supporting multiple individuals/service users with mental health concerns and challenges.
• Previous experience working in a healthcare or mental health setting, ideally with crisis service experience.
• Researching, collecting, and recording data evidence.
• NVQ level 3 or 4 (as defined by ONS - Level 4 or above: Higher National Certificate, Higher National Diploma, Bachelor's degree, or post-graduate qualifications), preferably in the social sciences, education, counselling, or related fields or similar
• Proven experience in delivering support services to vulnerable people/helpline work
• Ability to empathise with people at all levels
• Excellent communication and interpersonal skills
• An ability to empathise with people at all levels
• Emotional resilience
• Experience of working as part of a team
• Strong attention to detail
• An ability to manage and resolve complaints in a calm and professional manner
• IT literate with full working knowledge of MS Office Suite and use of windows-based databases
• Strong decision-making abilities
• Experience of working in a contact centre environment is desirable

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 well-being 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 an interview. YourGuaranteed 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.

£

24,600.00

£

24,600.00