Customer Service Representative – Video Assessments Hub

Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

This role is based in our Marylebone WCA Assessment Centre in London, with 60% onsite attendance each week.

What you'll be doing:

• Fully manage each day’s appointment sessions for WCA and SB.
• 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
• General administrative duties
• Regular WIP checks
• 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

What we're looking for:

• 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
• 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

All your information will be kept confidential according to EEO guidelines.