Remote Customer Service Representative

Salary - £24,570

Home based

Benefits include:

25 days annual leave

9% combined pension

Holiday trade scheme (subject to HMRC rules)

Flexible benefits package

Job Summary

To co-ordinate and oversee the day-to-day operation of the Remote Assessment Centre, managing sessions to optimise productivity and customer service, remotely interacting with all customers and associate third parties, and working with clinical colleagues to ensure smooth running of assessments across all relevant channels.

Key Responsibilities


* Fully manage each day's appointment sessions.

Carry out confirmation and reminder calls to customers for appointments.

Monitor session progress and backfill appointments where necessary.

Identify additional support with other sites (remote or geographical) where necessary in management of the appointment session.


* Work collaboratively with other Assessment Centres (remote and geographical), Teams, Team Leaders, and Health Care Practitioners to ensure cohesion within the team and workflow progression.

Work closely with the Remote Assessment Manager / Team Performance Lead to ensure the sessions run smoothly and on time.

Provide cover remotely for other sites as required.


* Welcome and greet customers on confirmation and arrival for their assessment; whether via telephone link or video link.

Provide a professional outstanding service to customers in line with the company vision and values.


* Complete daily checks to ensure all completed assessments have been closed and moved on to prevent a delay with the customer journey.

Check all digital files are complete and available in readiness for appointment sessions and appropriately action any missing information from the customer file.

Update records accurately using the in-house computer system.

Complete fortnightly 'Work in progress' checks.


* Effectively communicate with General Practitioner surgeries, hospitals, interpreting services and DWP


* Prepare and distribute confidential customer documentation securely across different teams.


* Other general administrative duties.

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 clearl...