Customer Service Representative

3 weeks ago

Leominster, Herefordshire, United Kingdom Maximus Full time

Job Title: Customer Service Representative

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. We are seeking a Customer Service Representative to join our team in the UK, where we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

Key Responsibilities:

  • Co-ordinate and oversee the day-to-day operation of the Assessment Centre, managing sessions to optimise productivity and customer service.
  • Manage each day's appointment sessions, carry out reminder calls to customers for appointments, and monitor session progress and backfill appointments where necessary.
  • Work collaboratively with other Assessment Centres, teams, Team Leaders, and Health Care Practitioners to ensure cohesion within the unit and workflow progression.
  • Welcome and greet customers on arrival, arrange travel for customers who require assistance in getting to their appointment, and provide a professional outstanding service to customers in line with CHDA vision and values.
  • Assist customers with completion of forms, including expense claims, in line with COVID-19 guidelines, and prepare and maintain rooms and equipment to ensure they are ready for the Health Care Practitioner and Customer.
  • Complete daily checks to ensure all completed assessments have been closed down and moved on to prevent a delay with the customer journey, and work closely with the Team Performance lead to ensure the sessions run smoothly and to time.
  • Effectively communicate with external stakeholders such as General Practitioner surgeries, Hospitals, Interpreting services, and Department of Work and Pensions, and co-ordinate incoming and outgoing post, ensuring all files are checked to ensure they have arrived at the correct AC.
  • Carry out stop and searches for any missing customer files, update records accurately using in-house computer systems, and provide cover at other sites on occasion.
  • General administrative duties, daily test of Solo Protect device, and regular test of panic alarms designed to protect employees.

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 understandable level of English, and ensuring relevant information is documented in a consistent manner.
  • Able to demonstrate prioritisation skills when multi-tasking.
  • Ability to deliver work to set targets and specified standards.
  • Self-motivated: 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.

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