Customer Service Representative

TN United Kingdom; Newcastle upon Tyne; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a dynamic and impactful organization as a Customer Service Representative in Newcastle upon Tyne. In this role, you will manage the daily operations of an Assessment Centre, ensuring exceptional service and support for customers. Your responsibilities will include coordinating appointments, assisting clients, and collaborating with healthcare professionals. This position offers the opportunity to make a difference in people's lives while working in a supportive environment. If you are detail-oriented, self-motivated, and passionate about customer care, this role is perfect for you.

Qualifications

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

Responsibilities

• Coordinate day-to-day operations of the Assessment Centre.
• Provide professional customer service and manage appointment sessions.
• Communicate effectively with external stakeholders.

Skills

Customer Service

Attention to Detail

Problem-Solving

Communication Skills

Education

GCSE level education

Tools

Microsoft Office

Job description

Social network you want to login/join with:

Customer Service Representative, Newcastle upon Tyne

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Client:

Maximus

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

60be652a1ac5

Job Views:

1

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

General information

Job Posting Title: Customer Service Representative

Date: Tuesday, February 27, 2024

City: Newcastle Upon Tyne

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 profoundly impact people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

6-month FTC

The role involves coordinating and overseeing 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 smooth running of assessments across all relevant channels.

• 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 needs with other sites when necessary
• Work collaboratively with other Assessment Centres, teams, Team Leaders, and Healthcare Practitioners
• Welcome and greet customers on arrival, whether face-to-face, via telephone, or video link
• Arrange travel for customers requiring assistance
• Provide professional, outstanding service in line with CHDA vision and values
• Assist customers with completion of forms, including expense claims, following COVID-19 guidelines
• Prepare and maintain rooms and equipment for assessments
• Complete daily checks to ensure assessments are closed down properly
• Work closely with the Team Performance lead to ensure smooth sessions
• Communicate effectively with external stakeholders (GP surgeries, hospitals, interpreting services, DWP)
• Coordinate incoming and outgoing post, ensuring all files are correctly handled
• Carry out stop and searches for missing customer files
• Update records accurately using in-house systems
• Provide cover at other sites as needed
• Perform general administrative duties
• Test Solo Protect devices and panic alarms regularly
• Conduct WIP checks fortnightly
• Maintain and order stationery, keep reception materials up to date
• Prepare and distribute confidential customer documentation securely
• Arrange and set up additional equipment for Healthcare Practitioners

This job description is not exhaustive and duties may change in accordance with the needs of the Centre for Health and Disability Assessments.

Qualifications & Experience

• Minimum GCSE level education 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)
• Strong written English skills, including grammar and punctuation

Individual Competencies

• Experience in administrative or customer service roles
• Attention to detail in office administration tasks
• Ability to manage filing logically and document information clearly
• Prioritisation skills when multi-tasking
• Ability to meet targets and standards
• Self-motivated and able to work independently
• Calmness in difficult situations
• Problem-solving attitude
• Logical decision-making skills
• Flexibility and adaptability to meet business needs

Key Contacts & Relationships

Internal contacts include Performance Director, Manager, Team Leaders, Healthcare Professionals, and others. External contacts include DWP colleagues, GP surgeries, interpreters, and travel providers.