114 Customer Service Managers jobs in Grand Rapids

• Leading and mentoring a team of customer service and technical support specialists.
• Overseeing daily operations of the customer support department.
• Handling and resolving complex customer inquiries and technical issues.
• Developing and implementing customer service policies and procedures.
• Training new team members and conducting ongoing performance evaluations.
• Analyzing customer feedback and support data to identify trends and areas for improvement.
• Collaborating with product and engineering teams to provide feedback on user issues and feature requests.
• Ensuring timely and effective resolution of customer complaints.
• Maintaining high standards of customer satisfaction and service quality.
• Developing knowledge base articles and support documentation.

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.

Key Contacts & Relationships:

Internal

• Customer Service Advisors

• Team Leaders

• Operations Managers

• Wider Connect Colleagues

External

• Service Users

• 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.

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.

• 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.

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.

• Holds strong personal and emotional resilience skills, with the ability to provide professional support whilst maintaining ones own levels of wellbeing.

• 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 included has a dramatic impact on personal well-being 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 an 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

£

25,340.00

Maximum Salary

£

25,340.00

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnosing and resolving technical issues across various software and hardware platforms.
• Escalating unresolved issues to senior technical staff or development teams, ensuring thorough documentation.
• Creating and maintaining comprehensive support documentation, FAQs, and troubleshooting guides.
• Analyzing support trends to identify areas for product or service improvement.
• Collaborating with product and engineering teams to relay customer feedback and advocate for user needs.
• Mentoring and guiding junior support agents, fostering a collaborative team environment.
• Adhering to service level agreements (SLAs) to ensure customer satisfaction.
• Participating in team meetings and training sessions to stay updated on product knowledge and support best practices.

• Provide Tier 3 technical support to customers, diagnosing and resolving complex software and hardware issues.
• Serve as a subject matter expert on the company's product suite, offering in-depth technical guidance.
• Reproduce customer issues in test environments to effectively troubleshoot and identify root causes.
• Escalate unresolved issues to appropriate engineering or product teams, providing detailed documentation.
• Develop and maintain comprehensive knowledge base articles, troubleshooting guides, and FAQs.
• Mentor and train junior support engineers, sharing best practices and technical expertise.
• Collaborate with product management and development teams to provide feedback on product functionality and identify areas for improvement.
• Manage customer expectations and communicate technical solutions clearly and concisely.
• Analyze support ticket trends to identify recurring issues and contribute to proactive problem-solving.
• Participate in on-call rotation for urgent customer support needs.

• Providing advanced technical support and troubleshooting for complex software issues.
• Acting as a primary point of escalation for customer inquiries and technical challenges.
• Guiding customers through product features, functionalities, and best practices.
• Documenting support interactions, solutions, and troubleshooting steps in the CRM and knowledge base.
• Collaborating with engineering and product teams to report bugs and advocate for product enhancements.
• Mentoring and training junior customer support representatives.
• Developing and maintaining support documentation, FAQs, and tutorials.
• Analyzing support trends to identify areas for improvement in product or processes.
• Ensuring timely and effective resolution of customer issues, meeting or exceeding service level agreements (SLAs).
• Contributing to the continuous improvement of customer support strategies and tools.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Investigate and resolve complex customer issues, escalating when necessary to appropriate departments.
• Develop and maintain a comprehensive knowledge base of products and services to assist customers effectively.
• Identify trends in customer issues and provide feedback to product development and management teams to drive improvements.
• Train and mentor new customer support representatives, sharing best practices and product knowledge.
• Contribute to the development and refinement of support processes and documentation.
• Analyze customer feedback and metrics to identify areas for service enhancement.
• Collaborate with cross-functional teams to ensure a seamless customer journey.
• Proactively identify potential customer service issues and implement preventative measures.
• Maintain accurate records of customer interactions and resolutions in the CRM system.

• Proven experience (3+ years) in a customer service or helpdesk role, with at least 1 year in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team.
• Demonstrated ability to manage multiple priorities and meet deadlines.
• A passion for providing outstanding customer service.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.