Customer Service Representative

TN United Kingdom; Lewes; On-site; GBP 23,000 - 26,000; Full time

Job summary

Join a dynamic team as a Customer Service Representative in a leading health services organization. This role involves managing appointment sessions, providing exceptional service to customers, and collaborating with healthcare professionals. You'll be part of a mission-driven company that values the impact of its work on people's lives. If you're passionate about making a difference and thrive in a fast-paced environment, this opportunity is perfect for you. Bring your skills in customer service and administration to a role where your contributions truly matter.

Qualifications

• Educated to at least GCSE level, including Maths & English at grade C or above.
• Experience in administrative or customer service roles preferred.

Responsibilities

• Manage daily appointment sessions and provide outstanding customer service.
• Coordinate with healthcare professionals and assist customers with forms.

Skills

Customer Service

Attention to Detail

Communication Skills

Problem-Solving

Education

GCSE Level or Equivalent

Tools

Microsoft Office

Job description

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General information

Job Posting Title: Customer Service Representative
Date: Monday, April 15, 2024
City: Lewes
State: East Sussex
Country: United Kingdom
Working time: Full-time

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK, we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

To coordinate and oversee the day-to-day operation of the Assessment Centre, managing sessions to optimise productivity and customer service, meeting and greeting all customers and visitors, and working with clinical colleagues to ensure the smooth running of assessments across all relevant channels.

Salary:

• Non-London: £23,400
• London: £25,643

Responsibilities include:

1. Fully manage each day’s appointment sessions
2. Carry out reminder calls to customers for appointments
3. Monitor session progress and backfill appointments where necessary
4. Identify additional support with other sites where necessary in management of the appointment session
5. Work collaboratively with other Assessment Centres, teams, Team Leaders, and Health Care Practitioners to ensure cohesion within the unit and workflow progression
6. Welcome and greet customers on arrival whether face-to-face, via telephone, or video link
7. Arrange travel for customers requiring assistance in getting to their appointments
8. Provide a professional outstanding service to customers in line with CHDA vision and values
9. Assist customers with completion of forms, including expense claims, in line with COVID-19 guidelines
10. Prepare and maintain rooms and equipment to ensure readiness for Health Care Practitioners and customers
11. Complete daily checks to ensure all assessments are closed and moved on to prevent delays
12. Work closely with the Team Performance lead to ensure sessions run smoothly and on time
13. Communicate effectively with external stakeholders such as GPs, hospitals, interpreting services, and DWP
14. Coordinate incoming and outgoing post, ensuring all files are checked and routed correctly
15. Carry out stop and searches for missing customer files
16. Update records accurately using the in-house system
17. Provide cover at other sites as needed
18. Perform general administrative duties
19. Conduct daily tests of Solo Protect devices and panic alarms
20. Perform regular WIP checks (fortnightly)
21. Maintain and order stationery, and keep reception leaflets and information up to date
22. Prepare and distribute confidential customer documentation securely
23. Arrange and set up additional equipment for Health Care Practitioners

Please note this job description is not exhaustive. Duties and responsibilities may change in accordance with the needs of the Centre for Health and Disability Assessments, subject to review with the post-holder.

Qualifications & Experience

1. Must be educated to at least GCSE level or equivalent, including Maths & English at grade C or above
2. IT literate, with good Microsoft Office skills
3. Experience in dealing with internal and external stakeholders (preferred but not essential)
4. Good written English, grammar, and punctuation for correspondence and record keeping

Individual Competencies

1. Experience in administrative or customer service roles
2. Attention to detail in office administration, updating spreadsheets, and presenting information clearly
3. Ability to manage filing systematically and document information consistently
4. Prioritisation skills when multi-tasking
5. Ability to meet targets and standards
6. Self-motivated with the ability to work independently
7. Remain calm in difficult situations
8. Positive, problem-solving attitude
9. Logical decision-making skills
10. Flexible and adaptable to business and customer needs

Key Contacts & 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