Customer Service Coordinator

4 weeks ago


Lewes, East Sussex, United Kingdom Maximus Full time

Job Summary

Maximus is seeking a highly organized and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for coordinating and overseeing the day-to-day operations of the Assessment Centre, ensuring smooth running of assessments and providing exceptional customer service.

Key Responsibilities

  • Manage appointment sessions to optimize productivity and customer service
  • Carry out reminder calls to customers for appointments
  • Monitor session progress and backfill appointments where necessary
  • Work collaboratively with other Assessment Centres, teams, and healthcare professionals to ensure cohesion within the unit and workflow progression
  • Welcome and greet customers on arrival, whether face-to-face, via telephone, or video link
  • Arrange travel for customers who require assistance in getting to their appointment
  • Provide a professional and 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
  • Prepare and maintain rooms and equipment to ensure they are ready for the healthcare 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
  • Work closely with the Team Performance lead to ensure sessions run smoothly and to time
  • Effectively communicate with external stakeholders, such as 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
  • General administrative duties
  • Daily test of Solo Protect device, designed to protect employees
  • Regularly test of panic alarms designed to protect employees
  • 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 healthcare 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: 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 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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