Customer Service Coordinator

3 days ago

Workington, Cumbria, United Kingdom Maximus Full time

About the Role

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. We are seeking a highly organised and customer-focused individual to join our team as a Customer Service Coordinator.

Key Responsibilities

  • Coordinate and oversee the day-to-day operation of the Assessment Centre, managing sessions to optimise productivity and customer service.
  • Manage appointments, reminders, and session progress, ensuring smooth running of assessments across all relevant channels.
  • Work collaboratively with other Assessment Centres, teams, and healthcare professionals to ensure cohesion within the unit and workflow progression.
  • Provide a professional and outstanding service to customers, adhering to Maximus' vision and values.
  • Assist customers with completion of forms, including expense claims, in line with COVID-19 guidelines.
  • Prepare and maintain rooms and equipment to ensure they are ready for healthcare practitioners and customers.
  • Complete daily checks to ensure all completed assessments have been closed down and moved on to prevent delays in the customer journey.
  • Effectively communicate with external stakeholders, including general practitioner surgeries, hospitals, interpreting services, and the Department of Work and Pensions.
  • Coordinate incoming and outgoing post, ensuring all files are checked and forwarded to the correct Assessment Centre.
  • Carry out stop and searches for any missing customer files.
  • Update records accurately using in-house computer systems.
  • Provide cover at other sites on occasion.
  • Perform general administrative duties.
  • Test and maintain safety devices and panic alarms.
  • Maintain and order stationery, including keeping reception leaflets and information up to date.
  • Prepare and distribute confidential customer documentation securely across different teams within Maximus.
  • Arrange and set up additional equipment for healthcare practitioners.

Requirements

  • Must be educated to a minimum of GCSE level or equivalent, including Maths and English at grade C or above.
  • IT literate, with good Microsoft Office skills.
  • Experience in dealing with internal and external stakeholders (preferred, not essential).
  • Good level of written English, grammar, and punctuation for correspondence and record-keeping on referral management systems.

Individual Competencies

  • Demonstrable experience in an administrative or customer service position.
  • Able to demonstrate a clear attention to detail in relation to office administration duties.
  • Able to manage filing in a clear and logical structure.
  • Able to demonstrate prioritisation skills when multi-tasking.
  • Ability to deliver work to set targets and specified standards.
  • Self-motivated, with the ability to work unsupervised and use own initiative.
  • Ability to remain calm in difficult situations.
  • A positive and enthusiastic approach to solving problems.
  • Proven ability to make logical and solid decisions.
  • Flexible and adaptable to meet the needs of the business and our customers.

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