Location
North West London (Harlesden site) with a hybrid working arrangement: 3 days per week on site and 2 days working from home, subject to initial training and business requirements.

Hours
Full Time (hours not specified)

Salary
£27,100 per annum

About the Role
The Customer Service Representative will coordinate and oversee the day-to-day operation of the Assessment Centre, managing appointment sessions to optimise targets, productivity, and customer service. You will meet and greet customers and visitors, working closely with clinical colleagues to ensure smooth running of assessments across all relevant channels. Key responsibilities include fully managing daily appointment sessions, carrying out reminder calls, monitoring session progress and backfilling appointments, and collaborating with other Assessment Centres, teams, Team Leaders, and Health Care Practitioners to ensure cohesion and workflow progression. You will welcome customers face to face, via telephone, or video link, arrange travel assistance when needed, assist customers with form completion including expense claims, and prepare rooms and equipment for Health Care Practitioners and customers. Additional duties include completing daily checks to close down assessments, communicating effectively with external stakeholders such as GP surgeries, hospitals, interpreting services, and the Department of Work and Pensions, managing incoming and outgoing post, conducting stop and searches for missing customer files, updating records accurately, providing cover at other sites when required, maintaining and ordering stationery, securely distributing confidential customer documentation, and setting up additional equipment for Health Care Practitioners. This role demands a professional and outstanding service aligned with Ingeus' vision and values.

Experience
- Demonstrable experience in an administrative or customer service position.
- Proven ability to deliver work to set targets and specified standards.
- Experience communicating clearly and professionally with stakeholders via telephone, email, and face to face.

About you
- IT literate with good Microsoft Office skills.
- 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.
- Strong prioritisation skills when multitasking.
- 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.

Qualifications
- Fluent English language skills required.