Customer Service Representative

Maximus; Conwy; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

Maximus is recruiting for an administrative/customer service role supporting appointment sessions across multiple sites in the UK. You will manage daily sessions, call customers as reminders, and ensure smooth workflow with health practitioners and other teams.

The role requires GCSE-level education, strong IT skills, and excellent written English. It is a hybrid position with some travel to Bangor or Wrexham likely.

Qualifications

• Must be educated to a minimum of 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 but not essential.
• Good 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.
• Coordinate with other sites to manage appointment sessions.
• Welcome and greet customers on arrival: face to face, telephone or video link.
• Arrange travel for customers requiring assistance to attend appointments.
• Provide professional service aligned with Maximus vision and values.
• Prepare and maintain rooms and equipment for sessions.
• Update records accurately in the in-house system.
• General administrative duties and occasional cover at other sites.

Skills

Fluent English

Customer Service

Administrative

Education

GCSE level or equivalent incl Maths & English

Tools

Microsoft Office

Job description

Job Summary

• 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. 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.

Please note this job description is not exhaustive. The duties and responsibilities referred to are an outline only and may be changed from time to time in accordance with the needs of Maximus, subject to review in conjunction with the post-holder.

Further Information

This is a hybrid role and the would be 3 days in office 2 from home - it may also be required to travel to Bangor or Wrexham to cover.

Qualifications & Experience

• Must be educated to a minimum of GCSE level or equivalent including Maths & 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
• Fluent English Language skills, able to communicate with stakeholders on a day to day 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 spreadsheets and presenting information clearly and accurately
• Able to manage filing in a clear and logical structure, writing/typing information in a clear understandable level of English and ensuring relevant information is documented in a consistent manner
• Able to demonstrate prioritisation 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.

EEO Statement

• - MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
• - We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then