Customer Service Representative

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