Customer Services Advisor

Maximus; Glasgow; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Maximus in Glasgow is seeking a Customer Service Representative to coordinate the daily operations of the Assessment Centre. You will greet customers, manage appointments, and liaise with clinical colleagues to ensure smooth assessments across channels.

The role requires GCSE-level education (Maths & English) with good English writing skills, and the ability to handle multiple tasks with attention to detail in a hybrid work setup.

Qualifications

• Must have GCSE level or equivalent including Maths & English.
• IT literate with good Microsoft Office skills.
• Experience dealing with internal and external stakeholders is preferred.
• Good level of written English, grammar and punctuation for correspondence.

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 to manage sessions.
• Collaborate with other teams to ensure cohesion and workflow.
• Welcome customers on arrival, in person, by phone or video.
• Arrange travel for customers needing assistance.
• Provide professional service aligned with Maximus vision and values.
• Prepare and maintain rooms and equipment for Health Practitioner and customer.
• Update records accurately in the in-house system.
• General administrative duties and ad hoc site coverage.

Education

GCSE level or equivalent (Maths & English)

Written English

Stakeholder communication

Attention to detail

Multitasking

Self-motivation

Tools

Microsoft Office

Job description

General information

• Date: Tuesday, September 29, 2026
• City: Glasgow
• Country: United Kingdom
• Working time: Full-time
• Closing Date: 06-Oct-2026

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.
• Applicants must have the legal right to work in the United Kingdom at the time of application and be currently residing in the UK. Proof of eligibility to work in the United Kingdom will be required as part of the recruitment process.

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.

Further Information

This is a hybrid role which will be 3 days in office 2 from home, subject to change to meet business needs. You will be required to come into the office each day to be trained then it will be working hybrid.

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.

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 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 logi