Customer Coordinator

Advo Health; Royal Tunbridge Wells; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Flexible working

Job summary

Advo Health in Tunbridge Wells is seeking a Customer Coordinator on a permanent, full-time basis to support the government health assessments service. You will be the first point of contact for claimants, helping ensure a positive claimant journey throughout the assessment process and supporting healthcare professionals on assessment days.

This role suits someone with strong customer service skills, excellent communication, and a proactive approach to problem solving.

Qualifications

• Experience in administrative or customer-facing roles.
• Strong communication and organisational skills.
• Ability to work unsupervised and use initiative.
• Fluent in English with a professional telephone manner.

Responsibilities

• Oversee the day-to-day running of the Assessment Centre reception area.
• Conduct courtesy calls with claimants in advance of appointments.
• Assist customers with form completion including expense claims.
• Use in-house systems to update records and reschedule appointments.
• Advise healthcare professionals and management on claimant needs.
• Prepare and maintain assessment rooms and equipment.
• Maintain a clean and professional workspace.
• Escalate accidents or inappropriate behaviour immediately.
• Provide cover at other sites and support admin duties.
• Build strong relationships with claimants and healthcare teams.

Skills

Customer service

Interpersonal skills

Telephone manner

Attention to detail

Relationship building

Problem solving

Tools

Microsoft 365

Job description

At Advo Health, we're the largest and leading subcontractor in government health assessments, helping the Department of Work and Pensions ensure that those who are most in need of support receive it. With experienced healthcare professionals throughout the UK, we're proud that more than 95% of people say they had a positive assessment experience with us.

About The Role

We're looking for a Customer Coordinator to join our Advo Health team on a permanent, full-time basis. This is a vital customer-facing role within our government health assessments service, responsible for ensuring a positive claimant journey throughout the assessment process.

You'll be the first point of contact for claimants attending disability assessments, delivering that crucial great first impression that contributes to our 95%+ positive experience rating. Working from an Assessment Centre with hybrid working opportunities, you'll support both claimants and healthcare professionals to ensure smooth, productive assessment days with minimal impact on those we serve.

This is an excellent opportunity for someone with strong customer service skills who wants to make a real difference in supporting people through what can be a daunting process, while working in a caring and understanding environment.

What You'll Be Doing

As a Customer Coordinator, you'll:

• Oversee the day-to-day running of the Assessment Centre reception area.
• Conduct courtesy calls with claimants in advance of their appointments.
• Assist customers with form completion including expense claims.
• Use in-house computer systems to update records accurately and reschedule appointments when needed.
• Advise healthcare professionals and management teams of additional claimant needs.
• Prepare and maintain assessment rooms and equipment to ensure readiness for assessments.
• Maintain a clean and professional workspace that creates a welcoming environment.
• Escalate any accidents, incidents or inappropriate behaviour immediately.
• Provide cover at other sites when required and support general administrative duties.
• Build strong relationships with claimants, healthcare professionals, and the wider team.

Benefits & Culture

We strive to live and breathe our values, underpinned by a passion for what we do and a people-centric approach. Our benefits include flexible working opportunities and more: www.ascenti.co.uk/careers

Knowledge Experience And Qualifications

• Ability to work unsupervised and use own initiative
• Strong interpersonal/communication skills
• An excellent telephone manner and very good attention to detail.
• Enthusiastic and confident with experience in building strong relationships.
• A positive enthusiastic approach to solving problems.
• Ability to deliver work to set targets and specified standards
• Ability to work in a fast-changing environment – comfortable dealing with ambiguity
• Excellent computer literacy and IT skills, particularly working within Microsoft 365
• Demonstrable experience in an administrative or customer service position
• Fluent English language skills, able to communicate on a daily basis via telephone, email and face to face in a clear, caring, courteous and professional manner
• Able to demonstrate a clear attention to detail in relation to office administration duties such as updating spread sheets and presenting information clearly and accurately
• Familiarity with UK disability and employment support regulations.
• Previous experience of working within a government services contract or healthcare environment.

Please note: This position is based in Tunbridge Wells, however may require travel to other sites to support cover needs.