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Customer Service Coordinator

2 months ago

Leominster, Herefordshire, United Kingdom Maximus Full time

Job Summary

We are seeking a highly organized and customer-focused individual to join our team as a Customer Service Representative. As a key member of our Assessment Centre team, you will play a vital role in ensuring the smooth operation of our services and providing exceptional support to our customers.

Key Responsibilities

  • Coordinate and oversee the day-to-day operation of the Assessment Centre, managing sessions to optimize productivity and customer service.
  • Manage customer appointments, including reminder calls and session progress monitoring.
  • Work collaboratively with clinical colleagues to ensure the smooth running of assessments across all relevant channels.
  • Provide a professional and outstanding service to customers, adhering to the CHDA 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 Health Care 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 to ensure they have arrived at the correct Assessment Centre.
  • Carry out stop and searches for any missing customer files.
  • Update records accurately using the in-house computer system.
  • Provide cover at other sites on occasion.
  • Perform general administrative duties.
  • Daily test of Solo Protect device and regular testing of panic alarms.
  • Maintain and order stationery, including keeping all reception leaflets and information up to date.
  • Prepare and distribute confidential customer documentation securely across different teams within CHDA.
  • Arrange and set up additional equipment for Health Care 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 both 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, such as updating spreadsheets and presenting information clearly and accurately.
  • 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.
  • Able to demonstrate prioritization 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, 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.

Key Contacts & Relationships

Internal:

  • Performance Director
  • Performance Manager
  • Assessment Centre Manager
  • Team Performance Lead
  • Healthcare Professional
  • Resource Manager
  • Business Support Manager
  • Service Delivery Lead
  • Local Health and Safety Advisor
  • Customer Relations Team

External:

  • DWP Performance Manager
  • DWP Colleagues (SPoC)
  • Local customer support groups
  • Local GP Surgeries
  • Private travel supplier
  • Interpreting services