Appointment Coordinator & Customer Experience Specialist

Maximus; Hull and East Yorkshire; On-site; GBP 18,000 - 24,000; Full time

Job summary

Maximus is seeking an organised administrator to fully manage daily appointment sessions at our assessment centre in the UK. You will handle reminder calls, backfill appointments as needed and coordinate with other sites to maintain smooth workflow.

The role requires GCSEs with Maths & English, strong IT and MS Office skills, and clear written English. You will greet customers, arrange travel, and provide excellent service aligned with Maximus values.

Qualifications

• GCSE level or equivalent including Maths & English at grade C or above.
• IT literate with good Microsoft Office skills.
• Experience dealing with internal and external stakeholders (preferred not essential).
• Good level of written English, grammar and punctuation for correspondence and record keeping.

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.
• Coordinate incoming and outgoing post, ensuring All files are checked to ensure they have arrived at the correct AC. Forwarding 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
• General administrative duties
• Daily test of Solo Protect device, designed to protect employees
• Regularly test of panic alarms designed, to protect employees
• 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.

Skills

Administrative experience

Customer service

Written English

Attention to detail

Multi-tasking

Stakeholder communication

Education

GCSE level (Maths & English)

Tools

Microsoft Office

Referral management systems

Job description

Maximus is seeking an organised administrator to fully manage daily appointment sessions at our assessment centre in the UK. You will handle reminder calls, backfill appointments as needed and coordinate with other sites to maintain smooth workflow.

The role requires GCSEs with Maths & English, strong IT and MS Office skills, and clear written English. You will greet customers, arrange travel, and provide excellent service aligned with Maximus values.