Job Description
General information Job Posting Title Customer Service Representative Date Wednesday, February 21, 2024 City Lewes State East Sussex Country United Kingdom Working time Full-time Description & Requirements Be part of something greatMaximus 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. Fully manage each day’s appointment sessions Carry out reminder calls to customers for appointments Monitor session progress and backfill appointments where necessaryIdentify additional support with other sites where necessary in management of the appointment sessionWork collaboratively with other Assessment Centres, teams, Team Leaders and Health Care Practitioners to ensure cohesion within unit and work flow progressionWelcome and greet customers on arrival whether this be Face to Face, via telephone or video linkArrange travel for customers who require assistance in getting to their appointmentProvide a professional outstanding service to customers in line with CHDA vision and valuesAssist customers with completion of forms, including expense claims, inline with COVID19 guidelinesPrepare and maintain rooms and equipment to ensure they are ready for the Health Care Practitioner and CustomerComplete daily checks to ensure all completed assessments have been closed down and moved on to prevent a delay with the customer journeyWork closely with the Team Performance lead to ensure the sessions run smoothly and to timeEffectively 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 systemProvide cover at other sites on occasionGeneral administrative duties Daily test of Solo Protect device, designed to protect employees Regularly test of panic alarms designed, to protect employeesRegular WIP checks (Fortnightly)Maintain and order stationary, including keeping all reception leaflets and information up to datePrepare and distribute confidential customer documentation securely across different teams within CHDAArrange and set up additional equipment for Health Care PractitionersPlease 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 & ExperienceMust be educated to a minimum of GCSE level or equivalent including Maths & English at grade C or aboveIT literate, with good Microsoft Office skillsExperience 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 CompetenciesDemonstrable experience in an administrative or customer service position 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-taskingAbility to deliver work to set targets and specified standardsSelf 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 decisionsFlexible and adaptable to meet the needs of the business and our customersKey Contacts & RelationshipsInternalPerformance Director Performance Manager Assessment Centre ManagerTeam Performance LeadHealthcare ProfessionalResource ManagerBusiness Support ManagerService Delivery LeadLocal Health and Safety AdvisorCustomer Relations TeamExternalDWP Performance ManagerDWP Colleagues (SPoC) Local customer support groupsLocal GP SurgeriesPrivate travel supplierInterpreting services