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Customer Coordinator

2 months ago

Cardiff, United Kingdom Maximus UK Full time

To support the first part of the participant journey in branch, providing information and guidance, promoting the available services, conducting initial screening and eligibility checks, and ensuring that the participant  experience commences in a positive and appropriate manner.  This function is key to maximising the number of motivated participants who go on to participate in branch and outreach and development services activities on their journey to sustained employment.

  • To act as the first point of contact for participants, providing a promotional and informative overview of the services offered by the branch and gaining candidate commitment regarding contracts delivered by Remploy to support their journey to employment and remaining in employment.
  • Responsible for the collation and sending of all welcome packs to new participants.
  • Responsible for all contractual service level agreements relating to referral and programme starts.
  • Responsible for all adminsitration related duties to ensure Key Workers / Specialists are supported.
  • Responsible for branch / field team petty cash reconciliations. Responsible for all purchase orders and purchase cards and related ordering to ensure smooth running of branch / field operations.
  • Responsible for all tracking calls and updating of records as directed by Key Workers / Specialists / Performance Leads

Essential

  • Demonstrable experience of working in a role where sales, promotional or influencing skills are required.
  • Background in face-to-face customer service.
  • Experience of working to structured targets and deadlines.
  • Excellent communication skills with the ability to adapt to a wide range of communication and learning preferences.
  • Strong interpersonal skills, specifically around listening, questioning and building relationships.
  • Influencing skills that promote commitment and action.
  • Customer focused with a strong commitment to customer care.
  • Ability to plan and organise workload to meet required targets and deadlines.
  • Computer skills including Microsoft Outlook.
  • Numeracy and literacy skills to facilitate management reporting.
  • Strong team player with a positive and flexible approach to both work and colleagues.
  • Excellent knowledge of participant barriers, products and services available to participants
  • Team player willing to help others and able to use own initiative
  • High degree of accuracy and attention to detail
  • Qualification in customer services at, or equivalent to, Level 3 or equivalent experience

Desirable

  • Competent speaker of the Welsh language

Key Business Priorities

  • Reducing the time of the participant’s journey to employment through efficient scheduling of appointments (including submission of job ready candidates with an identified job goal on the day of registration).
  • Ensuring that branch presentation is consistently in line with required branch standards.

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.