Customer Services Representative

LGBT Jobs; Glasgow; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Disability Confident Leader

Hybrid role

Job summary

Maximus is a global organisation that delivers health and employment services in the UK. The Customer Service Representative role coordinates the day-to-day operation of the Assessment Centre, managing sessions to optimise productivity and customer service, meeting and greeting all customers and working with clinical colleagues to ensure smooth running of assessments across channels.

This hybrid role requires weekly travel to the Glasgow office and entails liaising with external partners.

Qualifications

• Must be educated to GCSE level including Maths & English at grade C or above.
• IT literate with good Microsoft Office skills.
• Experience in administrative or customer service positions preferred.
• Fluent English language skills for day-to-day communication.

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 teams, Team Leaders and Health Practitioners.
• Welcome and greet customers on arrival in person, 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 for Health Practitioners and customers.
• Complete daily checks to ensure all completed assessments are closed down and moved on.
• Communicate with external stakeholders such as GP practices and hospitals.
• Coordinate post and ensure correct files are at the correct AC.
• Carry out searches for missing customer files.
• Update records accurately using the in-house system.
• Provide cover at other sites on occasion.
• Daily test of security devices and panic alarms.
• Maintain stationery and distribute confidential documentation securely.

Skills

Customer service

Administrative tasks

Microsoft Office

Fluent English

Education

GCSE Maths & English

Tools

Microsoft Office

Job description

Customer Service Representative role overseeing day to day operation of the Assessment Centre

Hybrid role with weekly travel to Glasgow office required

Minimum GCSE level education including Maths & English at grade C or above required

Fluent English Language skills and demonstrable experience in administrative or customer service roles preferred

Commitment to diversity, equity, and inclusion with Disability Confident Leader status

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.

Hybrid role between Home & Office - all candidates must be able to travel to Glasgow office on weekly basis.

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
• 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.

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.
• 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 logical and solid decisions
• Flexible and adaptable to meet the needs of the business and our customers.

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 logical and solid decisions
• Flexible and adaptable to meet the needs of the business and our customers.

• 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.

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