Location
London

Hours
Full Time (hours not specified)

Salary
£28,860 per annum

About the Role
As a Customer Service Representative (CSR) within the Video Assessments Hub, you will fully manage each day’s appointment sessions for WCA and SB, ensuring smooth operation and excellent customer service. Your responsibilities will include carrying out reminder calls to customers, monitoring session progress, and backfilling appointments where necessary. You will work collaboratively with Assessment Centres, teams, Team Leaders, and Health Care Practitioners to maintain cohesion and workflow progression.

You will welcome and greet customers on arrival, whether face to face, via telephone, or video link, and arrange travel assistance for those who require it. Providing a professional and outstanding service aligned with Ingeus’ vision and values is essential.

Additional duties include assisting customers with form completion including expense claims, preparing and maintaining rooms and equipment for Health Care Practitioners and customers, completing daily checks to ensure assessments are closed down promptly, and working closely with the Team Performance lead to keep sessions running smoothly and on time.

You will also communicate effectively with external stakeholders such as GP surgeries, hospitals, interpreting services, and the Department of Work and Pensions. Coordinating incoming and outgoing post, carrying out stop and searches for missing customer files, updating records accurately using in-house systems, and providing occasional cover at other sites are key parts of the role.

General administrative duties include regular work-in-progress checks, maintaining and ordering stationery, keeping reception leaflets and information up to date, preparing and distributing confidential customer documentation securely, and arranging additional equipment for Health Care Practitioners.

Experience
Demonstrable experience in an administrative or customer service position is preferred. Experience dealing with both internal and external stakeholders is advantageous but not essential.

About you
IT literate with good Microsoft Office skills.
Fluent English language skills with the ability to communicate clearly, courteously, and professionally via telephone, email, and face to face.
Good level of written English, grammar, and punctuation for correspondence and record keeping.
Clear attention to detail in office administration duties such as updating spreadsheets and presenting information accurately.
Ability to manage filing in a clear and logical structure and ensure consistent documentation.
Strong prioritisation skills and ability to multitask.
Self-motivated with the ability to work unsupervised and use own initiative.
Ability to remain calm in difficult situations.
Positive and enthusiastic approach to problem solving.
Proven ability to make logical and solid decisions.
Flexible and adaptable to meet the needs of the business and customers.
Ability to deliver work to set targets and specified standards.

Qualifications
No specific qualifications are required; however, a professional attitude and commitment to delivering excellent customer service are essential.