Customer Service Representative (CSR) – Video Assessments Hub

Company Description

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.

Job Description

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.