Customer Service Coordinator
1 month ago
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
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