Customer Service Coordinator
4 weeks ago
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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