At a Glance
- Tasks: Manage customer appointments and ensure smooth operations at the Assessment Centre.
- Company: Join Maximus, a global leader in health and employment services.
- Benefits: Enjoy a competitive salary, hybrid work model, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on diversity and inclusion.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: GCSEs in Maths and English, plus strong IT and communication skills.
The predicted salary is between 26277 - 26277 £ per year.
General information
Date: Wednesday, September 9, 2026
City: Conwy
Country: United Kingdom
Working time: Full-time
Closing Date: 16-Sep-2026
Description & Requirements
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.
The role of the Customer Service Representative is 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.
Job Summary
- 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 (AC) teams, Team Leaders and Health 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 Maximus vision and values
- Prepare and maintain rooms and equipment to ensure they are ready for the Health 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
- 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 Maximus
- Arrange and set up additional equipment for Health 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 Maximus, subject to review in conjunction with the post-holder.
Further Information
This is a hybrid role and would be 3 days in office and 2 from home – it may also be required to travel to Bangor or Wrexham to cover.
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.
EEO Statement
MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process.
Customer Service Representative in Conwy employer: Maximus
Maximus is an exceptional employer, dedicated to making a meaningful impact on people's lives through health and employment services. With a strong commitment to diversity, equity, and inclusion, employees benefit from a supportive work culture that fosters personal growth and development. Working as an Employment Advisor in the UK offers the unique opportunity to engage directly with individuals, empowering them to overcome barriers to employment while being part of a passionate team that values collaboration and innovation.
