Customer Service Representative

Newcastle Upon Tyne

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 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

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 Centre for Health and Disability Assessments, 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 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

Key Contacts & Relationships

Internal

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

External

DWP Performance Manager

DWP Colleagues (SPoC)

Local customer support groups

Local GP Surgeries

Private travel supplier

Interpreting services

EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your?Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.