Customer Service Representative

** 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.

On completion of probation period, the successful candidate will be able to work a hybrid model, with some days in the office and some days working from home.
** 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     General administrative duties     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.
** Individual Competencies
** Demonstrable experience in an administrative or customer…