Customer Service Advisor - Migrant Help

Description & Requirements

Transform Lives, One Call at a Time.

We are more than just a contact centre; we are a vital support line and a compassionate ear for some of the most vulnerable members of our communities. Join our team as a Migrant Help Customer Service Advisor and experience the joy of making a real difference in people's lives!

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 role requires flexibility, as you will work 5 shifts per week , each lasting 7.5 hours per day , scheduled between 7:00 AM and 10:00 PM , Monday to Sunday on a rotational basis.

Shifts are split across the day , typically structured as:

• Morning segment: 3.5 hours
• Afternoon/evening segment: 4 hours

Example shift patterns include:

• 7:00 AM - 10:30 AM and 2:00 PM - 6:00 PM
• 8:00 AM - 11:30 AM and 3:00 PM - 7:00 PM
• 9:00 AM - 12:30 PM and 4:00 PM - 8:00 PM
• 10:00 AM - 13:30 PM and 5:00 PM - 9:00 PM
• 11:00 AM - 14:30 PM and 6:00 PM - 10:00 PM

As this role involves home working, candidates are required to have a suitable workspace at home. Your workspace should be a space that is suitable for dealing with calls and is comfortable to work from. If you require additional equipment such as an ergonomic chair or screen reader, we can support you with this.

As an Advisor you will be required to:

• Respond to service user enquiries, maintain accurate service user records, and escalate issues when necessary

• Identify and address safeguarding concerns promptly and effectively

• Meet customer service standards and performance goals

• Respond to difficult and sensitive cases with empathy, patience, and resilience

• Deliver information services across multiple channels (telephone, online, email, and live chat)

• Resolve service user issues proactively, calmly, and professionally

• Offer guidance, tailored recommendations, and signposting to Service Users

• Follow established processes and adjust to evolving procedures

• Manage confidential information with strict adherence to data protection standards

• Proactively seek and address feedback to drive continuous improvement in role.

What we will give you:

• A salary of £25,185

• Hybrid working following completion of training

• 25 days paid holiday per year + Bank holidays

• Option to buy or sell up to 5 days per year (subject to HMRC Rules)

• Paid volunteering days per year

• Healthcare cash back plan

• 9% combined pension including enhanced employer contribution

• Enhanced maternity and paternity pay

• Prayer and Wellbeing rooms on site

• Employee assistance programme

• Access to a wide range of tools designed to aid wellbeing

• Access to internal training programmes and self-development tools

• Clear progression path, and a promote from within culture

• Opportunity to join employee network groups.

Who we are

Maximus is a global organisation working 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.

Who we are looking for (Essential Criteria)

• 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 managing multiple tasks efficiently, ensuring deadlines are met and quality is maintained

• Ability to resolve conflict, ensuring a positive outcome

• 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

• 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

• A positive approach to fostering an encouraging environment for colleagues and service users.

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 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 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.

Minimum Salary


£

25,185.00

Maximum Salary


£

25,185.00