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Customer Service Representative - Telephone Assessment Hub

Posting date:	21 May 2025
Salary:	£27,007.50 to £27,007.5 per year
Additional salary information:	+ competitive benefits package
Hours:	Full time
Closing date:	28 May 2025
Location:	London, London, NW1 6UH
Remote working:	Hybrid - work remotely up to 2 days per week
Company:	Ingeus
Job type:	Permanent
Job reference:	501256_1747843349

Summary

The Customer Service Representative role will co-ordinate and oversee the day to day operation of the Telephone Assessment Hub, managing sessions to optimise targets, productivity and customer service and working with clinical colleagues to ensure smooth running of assessments across all relevant channels.

Responsibilities:

• Fully manage each days 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.
• Provide a professional outstanding service to customers in line with Ingeus vision and values.
• 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.
• Prepare and distribute confidential customer documentation securely across different teams within HAAS.
• Arrange and set up additional equipment for Health Care Practitioners.

Essential Criteria:

• 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.
• 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 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.

Proud member of the Disability Confident employer scheme

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.