Customer Service Representative

Maximus; Dundee; On-site; GBP 25,000; Full time

Job summary

Maximus is seeking an Assessment Centre Coordinator to oversee daily operations at their Dundee location. The role involves managing appointment sessions, ensuring customer satisfaction, and collaborating with healthcare professionals. Ideal candidates will have GCSE-level education, strong organizational skills, and a commitment to delivering excellent service in a supportive environment.

Qualifications

• Minimum GCSE level education or equivalent.
• Proficient in IT and Microsoft Office.
• Experience in administrative or customer service roles preferred.

Responsibilities

• Manage daily appointment sessions and customer interactions.
• Collaborate with teams to ensure smooth assessments.
• Perform general administrative duties and maintain records.

Skills

Attention to detail

Customer service

Communication

Organizational skills

Problem-solving

Education

GCSE level education including Maths & English

Tools

Microsoft Office

Job description

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 profoundly impact people's lives. Our work ranges from assessments and health services to employability programmes and specialist support, all carried out with people who care.

We are looking for a candidate to coordinate and oversee the daily operations of the Assessment Centre, managing sessions to optimise productivity and customer service, greeting all customers and visitors, and collaborating with clinical colleagues to ensure smooth assessments across all channels.

Responsibilities include:

• Managing each day's appointment sessions
• Carrying out reminder calls to customers
• Monitoring session progress and backfilling appointments as necessary
• Supporting other sites in managing appointments when needed
• Collaborating with Assessment Centres, teams, Team Leaders, and Healthcare Practitioners to ensure cohesive workflow
• Welcoming and greeting customers face-to-face, via telephone, or video link
• Arranging travel for customers requiring assistance
• Providing professional, outstanding service aligned with CHDA's vision and values
• Assisting customers with form completion, including expense claims, following COVID-19 guidelines
• Preparing and maintaining rooms and equipment for assessments
• Ensuring assessments are properly closed and recorded daily
• Working with the Team Performance Lead to ensure smooth session operation
• Communicating effectively with external stakeholders such as GPs, hospitals, interpreting services, and DWP
• Managing incoming and outgoing post and ensuring proper file handling
• Carrying out searches for missing customer files
• Updating records accurately in the in-house system
• Occasional coverage at other sites
• Performing general administrative duties
• Testing safety devices like Solo Protect and panic alarms regularly
• Conducting bi-weekly WIP checks
• Maintaining and ordering stationery and updating informational leaflets
• Handling confidential customer documentation securely
• Setting up additional equipment for Healthcare Practitioners

This job description is not exhaustive; duties may change based on 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
• Proficient in IT and Microsoft Office
• Experience dealing with internal and external stakeholders is preferred but not essential
• Good written English, grammar, and punctuation skills for correspondence and record-keeping

Individual Competencies

• Experience in administrative or customer service roles
• Fluent in English, able to communicate clearly and professionally
• Strong attention to detail for administrative tasks
• Organised in managing files and documentation
• Ability to prioritise tasks effectively
• Capable of meeting targets and standards
• Self-motivated, able to work independently
• Calmness in difficult situations
• Positive and proactive problem-solving attitude
• Sound decision-making skills
• Flexible and adaptable to changing needs

Key Contacts & Relationships

Internal contacts include Performance Director, Assessment Centre Manager, Healthcare Professionals, and others. External contacts include DWP colleagues, GPs, interpreters, and travel providers.

EEO Statement

Maximus is committed to diversity, equity, and inclusion. We support a culture where no applicant is disadvantaged due to personal characteristics. We are a Disability Confident Leader, offering guaranteed interviews for disabled applicants meeting minimum criteria and providing necessary adjustments during recruitment.

Salary

Minimum: £24,570.00

Maximum: £24,570.00