Customer Service Coordinator

2 days ago

Lewes, East Sussex, United Kingdom Maximus Full time

About Maximus

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. We employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

Job Summary

We are seeking a highly organised and customer-focused individual to join our team as a Customer Service Coordinator. As a key member of our Assessment Centre team, you will be responsible for coordinating and overseeing the day-to-day operation of the centre, ensuring smooth running of assessments and providing exceptional customer service.

Key Responsibilities

  • Manage daily appointment sessions, ensuring optimal productivity and customer satisfaction
  • Coordinate with clinical colleagues to ensure seamless assessment processes
  • Monitor session progress and backfill appointments as needed
  • Identify additional support requirements and collaborate with other teams to ensure effective workflow
  • Provide a professional and outstanding service to customers, adhering to Maximus' vision and values
  • Assist customers with form completion, adhering to COVID-19 guidelines
  • Prepare and maintain rooms and equipment to ensure readiness for assessments
  • Complete daily checks to ensure all assessments are closed and moved forward
  • Communicate effectively with external stakeholders, including General Practitioner surgeries, Hospitals, and Department of Work and Pensions
  • Coordinate incoming and outgoing post, ensuring accurate filing and forwarding
  • Carry out stop and searches for missing customer files
  • Update records accurately using in-house computer systems
  • Provide cover at other sites as needed
  • Perform general administrative duties
  • Test and maintain safety devices and panic alarms
  • Conduct regular WIP checks and maintain stationery supplies
  • Prepare and distribute confidential customer documentation securely
  • Arrange and set up additional equipment for Health Care Practitioners

Requirements

  • 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 written English, grammar, and punctuation for correspondence and record-keeping

Individual Competencies

  • Demonstrable experience in an administrative or customer service position
  • Able to demonstrate attention to detail in office administration duties
  • Able to manage filing and documentation in a clear and logical structure
  • Able to prioritise tasks and manage multiple responsibilities
  • Ability to deliver work to set targets and standards
  • Self-motivated, with ability to work unsupervised and use own initiative
  • Ability to remain calm in difficult situations
  • Positive and enthusiastic approach to problem-solving
  • Proven ability to make logical and solid decisions
  • Flexible and adaptable to meet business needs

Key Contacts and 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, Local customer support groups, Local GP Surgeries, Private travel supplier, Interpreting services

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