Customer Service Representative
Maximus
- Newcastle
- Permanent
- Full-time
- 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 CHDA vision and values
- Assist customers with completion of forms, including expense claims, inline 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
- 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 CHDA
- Arrange and set up additional equipment for Health Care Practitioners
- 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
- 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
- Performance Director
- Performance Manager
- Assessment Centre Manager
- Team Performance Lead
- Healthcare Professional
- Resource Manager
- Business Support Manager
- Service Delivery Lead
- Local Health and Safety Advisor
- Customer Relations Team
- DWP Performance Manager
- DWP Colleagues (SPoC)
- Local customer support groups
- Local GP Surgeries
- Private travel supplier
- Interpreting services