Role Customer Service Representative
Location Marylebone, London Hybrid role Homeworking (after training)
Hours - Monday Friday 9am - 5pm
Pay rate - £27,007.50
Duration - 6 Months FTC
About the role
To co-ordinate and oversee the day-to-day operation of the assessment Centre, managing sessions to optimise targets, 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.
Role 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 Care 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 Ingeus vision and values
Assist customers with completion of forms, including expense claims, in line with COVID19 guidelines
Prepare and maintain rooms and equipment to ensure they are ready for the Health Care 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
Regular WIP checks
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 HAAS
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 Health Assessment Advisory service, subject to review in conjunction with the post-holder.Experience and Skills Required
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 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