Customer Service Coordinator
3 days ago
We are seeking a highly organized and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for coordinating and overseeing the day-to-day operations of the Assessment Centre, ensuring seamless delivery of services to our customers.
Key Responsibilities- Session Management: Fully manage each day's appointment sessions, ensuring timely and efficient delivery of services.
- Customer Communication: Carry out reminder calls to customers for appointments, providing clear and concise information to ensure a smooth experience.
- Session Monitoring: Monitor session progress and backfill appointments where necessary, ensuring minimal disruption to our customers.
- Collaboration and Communication: Work collaboratively with other Assessment Centres, teams, and stakeholders to ensure cohesion within the unit and workflow progression.
- Customer Welcome and Support: Welcome and greet customers on arrival, providing a professional and courteous service.
- Travel Arrangements: Arrange travel for customers who require assistance in getting to their appointment.
- Administrative Support: Provide administrative support, including updating records, preparing and maintaining rooms and equipment, and completing daily checks.
- Communication with External Stakeholders: Effectively communicate with external stakeholders, including General Practitioner surgeries, Hospitals, Interpreting services, and Department of Work and Pensions.
- Post Coordination: Co-ordinate incoming and outgoing post, ensuring all files are checked and forwarded to the correct Assessment Centre.
- File Management: Carry out stop and searches for any missing customer files, ensuring accurate and up-to-date records.
- Stationery and Supplies: Maintain and order stationery, including keeping all reception leaflets and information up to date.
- Confidential Documentation: Prepare and distribute confidential customer documentation securely across different teams within CHDA.
- Education: Must be educated to a minimum of GCSE level or equivalent, including Maths and English at grade C or above.
- IT Skills: IT literate, with good Microsoft Office skills.
- Experience: Experience in dealing with both internal and external stakeholders (preferred not essential).
- Language Skills: Good level of written English, grammar, and punctuation for correspondence and record keeping on referral management systems.
- Administrative Experience: Demonstrable experience in an administrative or customer service position.
- Communication Skills: Fluent English Language skills, able to communicate with stakeholders on a day-to-day basis, via telephone, email, and face-to-face in a clear, caring, courteous, and professional manner.
- Attention to Detail: Able to demonstrate a clear attention to detail in relation to office administration duties, such as updating spreadsheets and presenting information clearly and accurately.
- Organizational Skills: Able to manage filing in a clear and logical structure, writing/typing information in a clear and understandable level of English, and ensuring relevant information is documented in a consistent manner.
- Prioritization Skills: Able to demonstrate prioritization skills when multi-tasking.
- Target Delivery: Ability to deliver work to set targets and specified standards.
- Self-Motivation: Self-motivated, able to work unsupervised, and use own initiative.
- Problem-Solving: Ability to remain calm in difficult situations and provide a positive and enthusiastic approach to solving problems.
- Decision-Making: Proven ability to make logical and solid decisions.
- Flexibility: Flexible and adaptable to meet the needs of the business and our customers.
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