Both Maximus and Mind will be investing significantly in your training, so we are looking for candidate who are prepared to give at least two years commitment to the position.  

If successful you will be given extensive training.

Other core responsibilities: 

• To handle inbound calls 
• To manage an e-mail workload 
• To manage post 
• To identify any safeguarding concerns that may be presented via the helpline 
• Engage in monthly supervision with Mind’s legal team based in London 
• Engage with other Mind advisors who you will be working alongside, to assist them with queries they may be receiving on the lines.
• Engage with management for monthly one to ones focusing around performance and development opportunities.  
• Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001 
• To attend the office (based in Nantgarw) at least twice a week.

This job description describes the principle and main elements of the job as it currently exists. It is not a permanent schedule and does not form part of the contract of employment. Any changes to this job description will be made in consultation with the relevant individual. 

Qualifications & Experience

• Knowledge of mental health law is advantageous

• Experience with mental health and/or in a contact centre environment is desirable

Individual Competencies

• To be empathetic and understanding to those using the service.

• Strong literacy and grammatical skills.

• Resilience in handling challenging calls and distressing content.

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. 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.