BSC Advisor

Maximus UK

BSC Advisor


Maximus UK, Leicester

  • Full time
  • Permanent
  • Onsite working

Posted 1 week ago, 15 May | Get your application in now before you're too late!

Closing date: Closing date not specified

job Ref: 294321d9197b4ab1b229c18a95c5422a

Full Job Description

Processing referrals and multi channel queries from stakeholders who require information, help and guidance in relation to the Dynamic Framework ETE contracts within the Business Support Centre. To work in an efficient manner, in compliance with company policies and procedures. Strive to maintain a high level of service to all customers, as you would expect yourself.

Core Responsibilities1. To work flexibly and efficiently within the team to provide a central point of contact for the Dynamic Framework ETE contracts.2. Make and receive phone calls, monitor and manage web chats and email inboxes and at times paper based communication via letter writing to encourage service user engagement with the ETE service. 3. Accurately check, validate and process ETE referral documentation to required standards within agreed timescales.4. Provide accurate and clear advice and guidance on all general scheme queries including service users, probation staff and courts5. Processing of new customer referrals within timescales and quality standards and ensuring adherence to the Data Protection Act and all confidentiality procedures are followed at all times.6. Allocating and arranging initial appointments for service users and ETE coaches7. Maintain up to date and professional case management notes within systems and provide accurate data for MI collection.Key Performance
Indicators 1. Meet or exceed customer engagement performance and quality targets within agreed SLAs.2. Ability to transfer skills between a varied range for communication channels at ease and with minimal impact on the customer journey. 3. Timely and successful first time resolution of, at times, long and complex customer calls & complaints. 4. Demonstrate excellent customer service to achieve a high customer satisfaction score.5. Work towards a behaviour and performance matrix6. Complete mandatory learning and take ownership for personal growth.

Essential1. Customer Service experience and being passionate about excellent service standards. 2. Ability to communicate effectively and build rapport with customers with great listening and questioning ability.3. Effective written & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment. 4. An open, enthusiastic and positive approach.5. Logical problem solver with attention to detail.6. The ability to build rapport with customers quickly.7. Good questioning and listening skills.8. Decision making taking all aspects into account showing empathy in sensitive situations.9. Accuracy, attention to detail and the ability to analyse cases and identify solutions.10. Flexibility to support the business.11. Able to work efficiently in a pressurised environment.12. Experience of using Microsoft Packages and general ICT proficiency.Desirable1. Customer Service qualification (or working towards)2. Advanced Excel skills3. Understanding of the
needs of customers from disadvantaged 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 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 cWe 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.