Maximus
Customer Service Advisor
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Customer Service Advisor
Customer Service Representative
Assessment Centre - Maximus UK
About Maximus
Be part of something great.
Maximus is a global organisation specialising in providing health and employment services to millions of people annually. In the UK, we employ around 5,000 people across the country to deliver services with a profound impact on people’s lives, including:
- Assessments and health services
- Employability programmes
- Specialist support
Job Role Overview
The Customer Service Representative (Assessment Centre) is responsible for coordinating and overseeing the day-to-day operations of the Assessment Centre, ensuring smooth running of assessments while optimising productivity and delivering exceptional customer service.
Key Responsibilities
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Appointment Management
- Fully manage each day’s appointment sessions
- Conduct reminder calls to customers for appointments
- Monitor session progress, backfilling as necessary
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Customer Interaction & Support
- Meet, greet, and assist customers/customals (face-to-face, via telephone, or video link)
- Arrange travel assistance for customers as needed
- Provide a professional, outstanding service aligned with Maximus’ vision and values
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Operational Coordination
- Work collaboratively with Assessment Centre teams, Team Leaders, and Health Practitioners to drive workflow efficiency
- Maintain and order stationery, IT equipment, and reception materials
- Conduct checks for missing customer files
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Administrative & Compliance Duties
- Complete daily system checks to ensure completed assessments are processed and no customer workflow delays occur
- Coordinate incoming/outgoing post, verifying correct distribution to relevant sites
- Complete regular WIP (Work in Progress) reviews (fortnightly)
- Check and close/dispatch assessments correctly
- Perform Solo Protect device tests and panic alarm checks for employee safety
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Conflict Resolution & Problem-Solving
- Remain calm and professional in challenging situations
- Demonstrate adaptability to evolving business needs
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Stakeholder & External Liaison
- Communicate with external stakeholders, including:
- General Practitioner (GP) surgeries
- Hospitals
- Interpreting services
- Department for Work and Pensions (DWP)
- Assess outcomes collaboratively to deliver measurable improvements
- Communicate with external stakeholders, including:
-
Security & Documentation
- Handle confidential customer documentation securely and efficiently
- Maintain accurate records via internal computer systems
This role requires on-site attendance 3 days (Bolton/Stockport office) + 2 days remote work, with flexibility for occasional travel as needed.
Requirements
Eligibility Criteria
- Must have Right to Work in the UK and currently reside in the UK
Education & Qualifications
- Minimum of GCSEs (or equivalent) in Maths & English at Grade C or above
- Proficient with Microsoft Office tools
- Strong written and verbal English skills for correspondence and documentation
Experience & Key Competencies
✔ Experience in administrative or customer service ✔ ** देर | Effective communication** (both written and verbal) with internal/external stakeholders ✔ ** Accuracy and attention to detail** in updating records (spreadsheets, referrals, etc.) ✔ jän Nukat: Ability to multitask and prioritise in a fast-paced environment ✔ Self-motivation and initiative to perform tasks without continuous supervision ✔ Stacks: ability to optimise workflows and achieve performance targets ✔ ** üy:** Ability to maintain a positive, problem-solving attitude
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Salary
Gross Salary: £26,277.50 Per Annum
Diversity, Equity & Inclusion Statement
Maximus is committed to fostering a culture of diversity and inclusion, ensuring no applicant faces discrimination due to personal characteristics. All applicants are encouraged to disclose disabilities or requirements for accessibility considerations during recruitment.
- Disability Confident Guaranteed Interview Scheme: If you meet minimum criteria and declare employees with disabilities, you may be guaranteed interviews.
- Accessibility: Reasonable adjustments can be made to support you throughout the recruitment process.
Reporting Structure & Key Contacts
Internal
- Performance Director
- Performance Manager
- Assessment Centre Manager
- Team Performance Lead
- Healthcare Professionals
- Resource Manager
- Business Support Manager
- Service Delivery Lead
- Local Health & Safety Advisor
- Customer Relations Team
External
- DWP (Department for Work and Pensions): Performance Managers & Single Point of Contact (SPoC)
- Local customer support groups
- GP Surgeries (including Telephone Courts)
- Private travel suppliers
- Interpreting services
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