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Customer Service Representative, Newcastle upon Tyne
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Client:
Maximus
Location:
Newcastle upon Tyne, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
60be652a1ac5
Job Views:
5
Posted:
02.06.2025
Expiry Date:
17.07.2025
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Job Description:
General information
Job Posting Title: Customer Service Representative
Date: Tuesday, February 27, 2024
City: Newcastle Upon Tyne
Country: United Kingdom
Working time: Full-time
Description & Requirements
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.
6 month FTC
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 the 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 assessments have been closed down and moved on to prevent delays
* Work closely with the Team Performance lead to ensure the sessions run smoothly and to time
* Communicate effectively with external stakeholders such as GPs, hospitals, interpreting services, and DWP
* Coordinate incoming and outgoing post, ensuring all files are checked and correctly routed
* Carry out stop and searches for missing customer files
* Update records accurately using in-house systems
* Provide cover at other sites occasionally
* Perform general administrative duties
* Conduct daily tests of safety devices like Solo Protect and panic alarms
* Maintain and order stationery and keep all reception materials up to date
* Prepare and distribute confidential customer documentation securely
* Arrange and set up additional equipment for Health Care Practitioners
Please note this job description is not exhaustive. Duties and responsibilities may change in accordance with the needs of the Centre for Health and Disability Assessments, subject to review with the post-holder.
Qualifications & Experience
* Must be educated to at least GCSE level or equivalent, including Maths & English at grade C or above
* IT literate, with good Microsoft Office skills
* Experience in stakeholder communication (preferred but not essential)
* Good written English, grammar, and punctuation for correspondence and record keeping
Individual Competencies
* Experience in administrative or customer service roles
* Attention to detail in office administration duties
* Ability to manage filing systematically and document information clearly
* Prioritisation skills when multi-tasking
* Ability to meet targets and standards
* Self-motivated and able to work independently
* Calmness in difficult situations
* Problem-solving enthusiasm
* Logical decision-making skills
* Flexible and adaptable to business needs
Key Contacts & Relationships
Internal:
* Performance Director
* 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
* Local support groups
* GP surgeries
* Travel suppliers
* Interpreting services
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