Customer Service Advisor - FTC

1.

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.

2.

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.

3.

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 CHDA vision and values.

4.

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.

5.

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

6.

Prepare and distribute confidential customer documentation securely across different teams within CHDA.

7.

Other general administrative duties.

Qualifications & Experience

• Educated to a minimum of GCSE level or equivalent including Maths & English at grade C or above

• IT literate, with good Microsoft Office skills

• 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.

Individual Competencies

• Fluent English Language skills, able to communicate with stakeholders on a day-to-day basis, via telephone and email 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 prioritise tasks effectively
• Able to deliver work to set targets and specified standards
• Self-motivated: Able to work unsupervised and use own initiative
• Able to remain calm in challenging situations
• A positive enthusiastic approach to solving problems

Proven ability to make logical and solid decisions.

EEO Statement

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and incl...