Customer Services Advisor

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.

Applicants must have the legal right to work in the United Kingdom at the time of application and be currently residing in the UK. Proof of eligibility to work in the United Kingdom will be required as part of the recruitment process.

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.

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 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.

This is a hybrid role which will be 3 days in office 2 from home, subject to change to meet business needs. You will be required to come into the office each day to be trained then it will be working hybrid.