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Customer Service Administrator

West Midlands
Job Type
21 Jul 2022


Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Job Summary

Provide the highest quality customer service to all of our customers.

Be the key liaison between our clinical teams, support functions and overall case owner, by ensuring that all cases progress in the agreed service level agreements and in line with process and protocols.

Duties & Responsibilities

To deliver a range of administrative and support services to our Clinical teams, Clients and Client Employees including:

Dealing with both Inbound and outbound calls within company standards

Resolve daily case related queries that may come in via email or post in a timely manner.

Accurate recording of case notes

Requesting GP and specialist reports

Arranging and booking Independent medical appointments

Booking in Nurse and Doctor lead appointments on our internal systems

Ensure that all applicable fees are raised within correct timescales on each case to ensure effective billing

Ensure that Client Company HR Departments/ Line Managers are kept informed of case progress by liaising with clinicians as necessary.

Work planning/prioritising work daily to ensure that tasks are actioned in line with client service level agreements

Complete appropriate additional tasks under the direction of the Team Leader/Business Manager.

What we are looking for

Excellent customer service skills

Excellent communication skills both verbal and written

Ability to work in a face paced environment to achieve targets and deadlines

Must be PC literate in the following packages:

o MS Excel

o MS Outlook

o MS Word

Ability to work as part of a team and autonomously

Training will be given on bespoke in-house designed systems (e.g. HML Online)

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitive advantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

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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