General information
Job Posting Title Customer Service Advisor - Migrant Help Date Thursday, September 11, 2025 City Leeds Country United Kingdom Working time Full-time
Description & Requirements
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.
If you are passionate about providing help to those who need it the most while enjoying a fulfilling and varied work environment, we want to hear from you.
You'll be part of a customer focussed and passionate team, that thrives on positivity and collaboration, and your role will be vital in delivering exceptional service to our valued service users.
As an Advisor in our contact centre, you will play a crucial role in delivering outstanding service to our service users by handling a high volume of calls and live chats. Partnering with the esteemed charity, Migrant Help, you will provide essential support to Asylum Seekers, and will enable service users to explore their options, access the appropriate resources, and make a significant difference in their lives.. While the nature of some calls may be sensitive and challenging, we do give breaks following difficult calls, and you do have access to additional resources to prioritise your wellbeing.
In this role, you will also collaborate with an Interpreter service to ensure that every service user receives the comprehensive assistance they need. Your contributions will make a meaningful difference in the lives of those navigating complex challenges.
This is a full time role, 37.5 hours a week, working shifts between 8am - 10pm across 5 days including some weekends and some bank holidays.
Training will start on Monday 13th October and will be full time 9am - 5pm Monday - Friday (37.5 hours).
1.Respond to service user enquiries, maintain accurate service user records, and escalate issues when necessary.
2.Identify and address safeguarding concerns promptly and effectively.
3.Meet customer service standards and performance goals.
4.Respond to difficult and sensitive cases with empathy, patience, and resilience.
6.Resolve service user issues proactively, calmly, and professionally.
7.Offer guidance, tailored recommendations, and signposting to Service Users.
8.Follow established processes and adjust to evolving procedures.
9.Manage confidential information with strict adherence to data protection standards.
10.Proactively seek and address feedback to drive continuous improvement in role.
Qualifications & Experience• Experience performing under pressure and handling demanding situations whilst staying calm and patient.• Experience maintaining high levels of accuracy and attention to detail in all tasks.• Experience collaborating with diverse teams to achieve common goals.• Ability to solve complex problems and deliver solutions in a timely manner.• Experience managing multiple tasks efficiently, ensuring deadlines are met and quality is maintained.• Ability to resolve conflict, ensuring a positive outcome.• Ability to work independently, demonstrating initiative and good decision-making skills.• Strong written English skills to accurately input and record service user information.Desirable• Experience working with service users with additional needs and adapting to unique requirements.• Awareness of mental health issues and a passion for further learning and development in this area.Individual Competencies• Ability to maintain composure and effectiveness in challenging and sometimes distressing situations, being able to regain stability following setbacks.• Ability to listen and engage with service users, understanding their needs and replying appropriately.• Ability to show empathy towards other's experiences and emotions.• Clear, effective and engaging communication skills with service users.• A positive approach to fostering an encouraging environment for colleagues and service users.• Proficient using a variety of digital software applications, and openness to learning new technologies.• Ability to prioritise time and tasks to meet deadlines and achieve objectives.• An open approach to embracing diverse perspectives and adapting to new ideas and ways of working.• Ability to adapt to changing environments and needs, being flexible and resilient in situations.• Ability to demonstrate the Maximus Values by showcasing integrity, taking accountability for actions and decisions, and upholding high ethical standards.Desirable• Possess cultural awareness, with the ability to respect and interact with people from diverse backgrounds.