Helpline worker - Maximus

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.

Supporting the growth strategy within Connect requires a leader who can build a professional and scalable business. This role, reporting into the Vice President of Customer Services will establish core business functions, define and manage strong business processes, support growth and lead a team to deliver continuous improvement. The functions managed by this role will provide a necessary check and balance to the operation and ensure high standards of service delivery to clients.

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.

Individual Competencies

Ability to work effectively as part of a team.
IT literate with full working knowledge of MS Office Suite and use of windows-based databases.
A good listener with strong communication and interpersonal skills to enable communication across a diverse range of service users.
Confident approach, with a natural instinct to help, working with empathise whilst conveying a genuine desire to support individuals.
A strong ability to build rapport quickly in online and remote situations.
Strong decision-making abilities and reactiveness in a timely manner.
Ability to manage and resolve complaints.
Holds strong personal and emotional resilience skills, with the ability to provide professional support whilst maintaining ones on levels of wellbeing.
Planning and coordinating own workload.

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 c

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.

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