Customer Service Representative
Employer: Maximus
Location: Remote, UK
Working hours: Full-time
Salary: £24,570
Closing date: 31-Mar-2026
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To co-ordinate and oversee the day-to-day operation of the Remote Assessment Centre, managing sessions to optimise productivity and customer service, remotely interacting with all customers and associate third parties, and working with clinical colleagues to ensure smooth running of assessments across all relevant channels.
Key Responsibilities
Fully manage each day’s appointment sessions. Carry out confirmation and reminder calls to customers for appointments. Monitor session progress and backfill appointments where necessary. Identify additional support with other sites (remote or geographical) where necessary in management of the appointment session.
Work collaboratively with other Assessment Centres (remote and geographical), Teams, Team Leaders, and Health Care Practitioners to ensure cohesion within the team and workflow progression. Work closely with the Remote Assessment Manager / Team Performance Lead to ensure the sessions run smoothly and on time. Provide cover remotely for other sites as required.
Welcome and greet customers on confirmation and arrival for their assessment; whether via telephone link or video link. Provide a professional outstanding service to customers in line with the company vision and values.
Complete daily checks to ensure all completed assessments have been closed and moved on to prevent a delay with the customer journey. Check all digital files are complete and available in readiness for appointment sessions and appropriately action any missing information from the customer file. Update records accurately using the in-house computer system. Complete fortnightly ‘Work in progress’ checks.
Effectively communicate with General Practitioner surgeries, hospitals, interpreting services and DWP
Prepare and distribute confidential customer documentation securely across different teams.
Other general administrative duties.
Qualifications & Experience
Must be educated to a minimum of GCSE level or equivalent including Maths & English at grade C or above
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
Individual Competencies
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
Key Contacts & Relationships
Internal
Performance Director
Performance Manager
Assessment Centre Manager
Team Performance Lead
Healthcare Professional
Resource Manager
Business Support Manager
Service Delivery Lead
Local Health and Safety Advisor
Customer Relations Team
External
DWP Performance Manager
DWP Colleagues (SPoC)
Local customer support groups
Local GP Surgeries
Private travel supplier
Interpreting services
EEO Statement
Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
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