Senior Support Centre Advisor

UK-Leicester Head
2 weeks ago
Requisition ID
# of Openings
Post End Date
Job Function
Operational Admin
Job Schedule
Contract Type

Project/Position Introduction (MAX 500 Characters)

Maximus People Services employ real people with a remarkable passion to make a difference. How you behave and get things done is easily as important as your skills and capabilities and we want applicants who buy into our values and want to be part of a global business, in return we offer fantastic learning and development opportunities at every stage of your career.
We care for each other and promote a positive workplace where everyone feels valued. We know that a strong work/ life balance is important and we offer all kinds of flexible working opportunities; whether it’s to do with your disability, health or lifestyle choices we will support you to achieve the right balance. So if you're interested in flexible working opportunities, talk to us during the hiring process and we'll see what we can do.

Job Summary

• Central administration tasks that support the programme delivery across the business
• Initial point of contact for customers (internal and external)
• Handling incoming and outgoing telephone calls
• Gathering and processing evidence to support timely revenue claims
• Creating reports and data analysis to assist in the timely completion of revenue claims and to help the team work smarter with their internal customers by encompassing forecasting planning and work allocation planning


Essential Job Duties

Performance and Management
• Managing an allocated workload within given deadlines
• Achieving set service levels and targets relating to inbound and outbound telephone calls
• Welcoming new customers and booking initial appointments (ESF contract specific at present)
• Conducting thorough enquiries to obtain accurate information from employers or customers to confirm current employment details.
• Updating and maintaining accurate records on the relevant databases and source systems
• Escalating any potential risks and issues to the line manager
• Supporting across the team in order to achieve business targets
• Producing data and reports as required, liaising with the Finance department to reconcile revenue
• Uploading and submitting claims for payment to DWP
• Raising customer compliance doubts
• Acknowledging customer enquiry emails
• Covering and supporting all areas of the business, as required
• Handling customer transfer

Education and Experience Requirements

- Excellent communication skills
- Friendly telephone manner
- Microsoft Office & internet based applications – Intermediate level
- Strong organisational skills
- Performance and delivery focused – works to targets and deadlines
- Energy and commitment to progress initiatives
- Confident and positive can do attitude
- Personable with ability to build long term relationships internally
- Resilience and resourcefulness
- Enthusiasm and self-motivation
- Demonstrated ability to work in a professional manner with a commitment to quality customer service delivery.
- Able to remain calm and professional under pressure

- Minimum of 5 GCSEs (or equivalent) at C or above including English and Maths
- Skilled at working with disadvantaged people

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 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.


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