Customer Service Coordinator

3 days ago

Newcastle upon Tyne, Newcastle upon Tyne, 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. In this role, you will be responsible for coordinating and overseeing the day-to-day operation of the Assessment Centre, managing sessions to optimise productivity and customer service.

Key Responsibilities

  • Manage each day's appointment sessions, ensuring smooth running and timely completion.
  • Carry out reminder calls to customers for appointments, maintaining excellent communication and customer service standards.
  • Monitor session progress and backfill appointments where necessary, demonstrating flexibility and adaptability.
  • Identify additional support needs with other sites, working collaboratively to ensure seamless service delivery.
  • Work closely with other Assessment Centres, teams, and healthcare professionals to ensure cohesion and workflow progression.
  • Welcome and greet customers on arrival, providing a professional and outstanding service.
  • Arrange travel for customers who require assistance, ensuring timely and safe transportation.
  • Provide administrative support, including filing, data entry, and record-keeping, maintaining accurate and up-to-date records.
  • Complete daily checks to ensure all completed assessments have been closed down and moved on to prevent delays in the customer journey.
  • Work closely with the Team Performance lead to ensure sessions run smoothly and to time.
  • Effectively communicate with external stakeholders, including General Practitioner surgeries, Hospitals, and 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, maintaining confidentiality and discretion.
  • Update records accurately using in-house computer systems, ensuring data integrity and security.
  • Provide cover at other sites on occasion, demonstrating flexibility and adaptability.
  • Perform general administrative duties, including maintaining stationery and equipment, and preparing confidential customer documentation.

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, preferably in an administrative or customer service role.
  • Good level of written English, grammar, and punctuation for correspondence and record-keeping.

Individual Competencies

  • Demonstrable experience in an administrative or customer service position.
  • Able to demonstrate a clear attention to detail in 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.
  • Able to demonstrate prioritisation skills when multi-tasking.
  • Ability to deliver work to set targets and specified standards.
  • Self-motivated, able 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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