Customer Service Representative - Bootle AC in Liverpool

This role primarily works 9 am – 5 pm Monday to Friday. You will be based in the office 1–2 days as a minimum and will be required to travel to other sites such as Liverpool, Birkenhead, Chester, Warrington, St Helens. The Bootle office is located at Echo Building, 95 Old Hall Street, Liverpool, L3 9LQ.

Responsibilities

• 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 workflow progression.
• Welcome and greet customers on arrival, whether 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 on 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 and forward them 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.
• 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 stationery, 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.

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.
• 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.
• 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.
• Clear attention to detail in office administration duties such as updating spreadsheets and presenting information clearly and accurately.
• Ability to manage filing in a clear logical structure and ensure relevant information is documented consistently.
• 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.
• 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
• Team Performance Lead
• 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
• Interpreting services

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long‑term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.