General information
Job Posting Title Customer Service Representative Date Thursday, April 4, 2024 City Workington 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 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.
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.
1. Fully manage each day’s appointment sessions
2. Carry out reminder calls to customers for appointments
3. Monitor session progress and backfill appointments where necessary
4. Identify additional support with other sites where necessary in management of the appointment session
5. Work collaboratively with other Assessment Centres, teams, Team Leaders and Health Care Practitioners to ensure cohesion within unit and work flow progression
6. Welcome and greet customers on arrival whether this be Face to Face, via telephone or video link
7. Arrange travel for customers who require assistance in getting to their appointment
8. Provide a professional outstanding service to customers in line with CHDA vision and values
9. Assist customers with completion of forms, including expense claims, inline with COVID19 guidelines
10. Prepare and maintain rooms and equipment to ensure they are ready for the Health Care Practitioner and Customer
11. Complete daily checks to ensure all completed assessments have been closed down and moved on to prevent a delay with the customer journey
12. Work closely with the Team Performance lead to ensure the sessions run smoothly and to time
13. Effectively communicate with external stakeholders such as General Practitioner surgeries, Hospitals, Interpreting services and Department of Work and Pensions
14. 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.
15. Carry out stop and searches for any missing customer files
16. Update records accurately using in house computer system
17. Provide cover at other sites on occasion
18. General administrative duties
19. Daily test of Solo Protect device, designed to protect employees
20. Regularly test of panic alarms designed, to protect employees
21. Regular WIP checks (Fortnightly)
22. Maintain and order stationary, including keeping all reception leaflets and information up to date
23. Prepare and distribute confidential customer documentation securely across different teams within CHDA
24. Arrange and set up additional equipment for Health Care 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 Centre for Health and Disability Assessments, subject to review in conjunction with the post-holder.
Qualifications & Experience
25. Must be educated to a minimum of GCSE level or equivalent including Maths & English at grade C or above
26. IT literate, with good Microsoft Office skills
27. Experience in dealing with both internal and external stakeholders (preferred not essential)
28. Good level of written English, grammar and punctuation for correspondence and record keeping on referral management systems
Individual Competencies
29. Demonstrable experience in an administrative or customer service position
30. Able to demonstrate a clear attention to detail in relation to office administration duties such as, updating spreadsheets and presenting information clearly and accurately
31. 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
32. Able to demonstrate prioritisation skills when multi-tasking
33. Ability to deliver work to set targets and specified standards
34. Self motivated: Ability to work unsupervised and use own initiative
35. Ability to remain calm in difficult situations
36. A positive enthusiastic approach to solving problems
37. Proven ability to make logical and solid decisions
38. Flexible and adaptable to meet the needs of the business and our customers
Key Contacts & Relationships
Internal
39. Performance Director
40. Performance Manager
41. Assessment Centre Manager
42. Team Performance Lead
43. Healthcare Professional
44. Resource Manager
45. Business Support Manager
46. Service Delivery Lead
47. Local Health and Safety Advisor
48. Customer Relations Team
External
49. DWP Performance Manager
50. DWP Colleagues (SPoC)
51. Local customer support groups
52. Local GP Surgeries
53. Private travel supplier
54. Interpreting services