Full job description General information
Date: Monday, November 9, 2026
City: Cardiff
Country: United Kingdom
Working time: Full-time
Closing Date: 15-Nov-2026
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. 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, and we are seeking a dedicated Customer Service Advisor to join our team. This role is perfect for someone who is passionate about providing help to those who need it most.
As a Customer Service 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, emails, and live chats. Collaborating with various smaller organisations, including charities, third sector and government entities, you will provide essential support to help service users explore their options and access the appropriate resources, making a significant difference in their lives.


The role is working 3 shifts per week 7pm - 8am, so you MUST be comfortable working Nights. You will work weekends on a rota basis and bank holidays as the service is 365 days a year. When you work weekdays, you will work shifts in the office and when you are on a rota for a weekend shift, this will be remote. On occasions you could be on a rota that requires you to be in the office 3 days a week.
Specific Accountabilities:


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.




Key Contacts & Relationships:


Internal


Customer Service Advisors


Team Leaders


Operations Managers


Wider Connect Colleagues


External


Service Users














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.






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 includ