Customer Service Representative

Maximus; Stirling; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Holiday trade scheme

Pension 9%

Flexible benefits

Job summary

Maximus is seeking a Customer Service Representative to co-ordinate the day-to-day operation of the Assessment Centre. You will manage appointment sessions, perform reminder calls, and work with clinical colleagues to ensure smooth assessments across channels.

On completion of probation, a hybrid model is available with some days in the office and some days from home. Benefits include 25 days annual leave, holiday trade scheme, a 9% pension and a flexible benefits package.

Qualifications

• Must be educated to 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.

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 between sites to manage the appointment sessions and communications.
• Welcome customers on arrival in person, by phone or video link.
• Arrange travel for customers needing assistance to attend appointments.
• Provide a professional service aligned with Maximus values.
• Prepare rooms and equipment and ensure assessments run on time.
• Update records accurately in the in-house system.
• Occasional cover at other sites and general admin duties.

Skills

Customer service

Written English

Communication

Attention to detail

Stakeholder liaison

Education

GCSE Maths & English

Tools

Microsoft Office

Job description

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.

Requirements 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.

The role of the Customer Service Representative is to co-ordinate 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 smooth running of assessments across all relevant channels.

On completion of probation period, the successful candidate will be able to work a hybrid model, with some days in the office and some days working from home.

Benefits include:

• 25 days annual leave
• Holiday trade scheme (subject to HMRC rules)
• 9% combined pension
• Flexible benefits package

Job Summary Essential Duties and 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
• Co-ordinate incoming and outgoing post.
• Update records accurately using in house computer system
• Provide cover at other sites on occasion
• General administrative duties
• Daily test of People Safe device, designed to protect employees
• 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.

Preferred Skills And Qualifications 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 be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team.
• Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Minimum Salary

£

26,227.50

Maximum Salary

£

26,227.50