Customer Service Advisor – Mind Line

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. Partnering with the esteemed charity, Mind, you will provide essential support to help service users understand their mental health and explore the options available to them, making a significant difference in their lives.

The role is Monday – Friday working a 2 week rotation of 9am – 5pm and 10am – 6pm shifts. We also offer hybrid working and office‑based options following training. The office is based in Nantgarw.

• Customer Service Advisors
• Team Leaders
• Operations Managers
• Wider Connect Colleagues

• Respond to service user enquiries, maintain accurate service user records, and elevate 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.

• 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.
• 12 months proven experience supporting multiple individuals/service users with mental health concerns and challenges.
• Previous experience working in a healthcare or mental health setting, ideally with crisis service experience.

• 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.

• 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.
• Holds strong personal and emotional resilience skills, with the ability to provide professional support whilst maintaining one’s own levels of wellbeing.
• Ability to show empathy towards others’ 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…