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 at Maximus. In this role, you will be responsible for coordinating and overseeing the day-to-day operation of the Assessment Centre, ensuring smooth running of assessments, and providing exceptional customer service.
Key Responsibilities
- Manage daily appointment sessions, monitor progress, and backfill appointments as needed
- Carry out reminder calls to customers and identify additional support requirements
- Work collaboratively with clinical colleagues, teams, and stakeholders to ensure cohesion and workflow progression
- Welcome and greet customers, arrange travel assistance, and provide professional service
- Prepare and maintain rooms and equipment, complete daily checks, and update records accurately
- Coordinate incoming and outgoing post, ensure files are checked and forwarded to the correct Assessment Centre
- Carry out stop and searches for missing customer files, update records, and provide cover at other sites as needed
- Perform general administrative duties, maintain and order stationery, and prepare confidential customer documentation
Requirements
- GCSE level or equivalent in Maths and English, IT literacy, and 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 attention to detail, prioritization skills, and ability to work unsupervised
- Ability to deliver work to set targets and specified standards, remain calm in difficult situations, and solve problems positively
- Proven ability to make logical and solid decisions, be flexible and adaptable, and maintain confidentiality
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 (SPoC)
- Local customer support groups
- Local GP Surgeries
- Private travel supplier
- Interpreting services
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