Customer Service Representative

About This Role

This customer service role involves coordinating and overseeing the daily operations of an Assessment Centre, managing appointment sessions to optimize productivity and customer service. The representative will meet and greet customers, work with clinical colleagues to ensure smooth assessments, and handle various administrative duties.

Responsibilities

• Fully manage each day’s appointment sessions
• Carry out reminder calls to customers for appointments
• Monitor session progress and backfill appointments where necessary
• Identify additional support with other sites where necessary in management of the appointment session
• Work collaboratively with other Assessment Centres (AC) teams, Team Leaders and Health Practitioners to ensure cohesion within unit and work flow progression
• Welcome and greet customers on arrival whether this be face to face, via telephone or video link
• Arrange travel for customers who require assistance in getting to their appointment
• Provide a professional outstanding service to customers in line with Maximus vision and values
• Prepare and maintain rooms and equipment to ensure they are ready for the Health 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 the sessions run smoothly and to time
• Effectively communicate with external stakeholders such as General Practitioner surgeries, Hospitals, Interpreting services and Department of Work and Pensions
• Co-ordinate incoming and outgoing post, ensuring all files are checked to ensure they have arrived at the correct AC
• Forward on any files to the correct AC
• Carry out stop and searches for any missing customer files
• Update records accurately using in house computer system
• Provide cover at other sites on occasion
• Perform general administrative duties
• Daily test of Solo Protect device, designed to protect employees
• Regularly test of panic alarms designed to protect employees
• Perform regular WIP checks (Fortnightly)
• Maintain and order stationary, including keeping all reception leaflets and information up to date
• Prepare and distribute confidential customer documentation securely across different teams within Maximus
• Arrange and set up additional equipment for Health Practitioners

Requirements

• Minimum of GCSE level education or equivalent, including Maths & English at grade C or above
• IT literate, with good Microsoft Office skills