Customer Service Representative - Wimbledon / Wandsworth

Posting date:	02 October 2025
Salary:	£27,100 per year
Additional salary information:	pension
Hours:	Full time
Closing date:	16 October 2025
Location:	North West London, London, nw10 4tl
Company:	Ingeus
Job type:	Permanent
Job reference:	501831_1759394367

Summary

The Customer Service Representative role will co-ordinate and oversee the day to day operation of the Assessment Centre, managing sessions to optimise targets, 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.

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.
• 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 Ingeus vision and values.
• Assist customers with completion of forms, including expense claims.
• 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.
• 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 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.

This role will work at the Harlesden site and is an on site role. This is a hybrid role of 3 days per week in the centre and 2 days working from home. This is subject to an initial training and subject to business requirements.

We may close this advert early if we receive a large volume of offers, please apply as soon as you are able.

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.