Customer Service Representative Job at MAXIMUS – in Dundee

Job Description

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.

Job Summary:
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.

Essential Job Duties:
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.

Education and Experience Requirements:
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

CHDA Statement: MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitive advantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

About Company

Company: MAXIMUS –

Company Location:  Dundee

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