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Customer Coordinator - Fareham

Ascenti is a leading provider of health-related Government Services, which includes delivering medical assessment services on behalf of the Department of Work and Pensions (DWP). We are looking for an organised, confident and friendly individual to join our team based in Fareham as a Customer Coordinator. 

Due to Covid-19 the role is currently expected to work from home whilst completing the role, although would need to be a commutable distance to our Fareham office.

About the role

As a Customer Coordinator you will be part of the Customer Support Team (CST) working on our Personal Independent Payment (PIP) Government Services contract. 

The nature of the disability assessments we complete can be a daunting prospect for claimants; however, more than 95% of the people who have had an assessment with us as part of a PIP claim said that they had a positive experience. This is the result of the support of our caring and understanding staff and your role will be a vital part in delivering a great first impression. 

Your focus would be to ensure the customer (claimant) journey through the process is positive. You need to be adaptable as the needs of the role can vary through the day including dealing with claimants booked for an appointment to communicating with the health professionals and the wider team. The primary focus of the role is to ensure claimants are aware and able to attend their appointments and also working with the health professional teams to ensure the day runs smoothly and as productive as possible with minimal impact to the claimant.

Your day-to-day role will include:

  • Completing courtesy/preparation calls with claimants
  • Managing the rota for the health professional and their claimants
  • Updating the claimant booking system and creating new bookings
  • Rescheduling appointments where required
  • Advising the health professional and the management team of additional claimants needs
  • Dealing with incoming/outgoing communications
  • Monitoring staff annual leave and sickness
  • Maintaining a clean and professional workspace
  • General administrative duties
  • Escalating any inappropriate behaviour to the CSSM immediately

Your skills:

  • Experience within an a contact centre or administrative role is desirable
  • An excellent telephone manner
  • A desire to meet targets and deadlines
  • A positive, empathetic and professional manner
  • Strong computer and IT skills
  • Conscientious with a meticulous attention to detail.
  • Experience within an outbound call centre is desirable but not essential
  • A ‘can do’ attitude is essential
  • A flexible approach with an ability to adapt quickly to meet demands
  • A desire to succeed

What we can offer you:

  • Healthcare cash plan enabling you to claim money back on health expenses such as dental.
  • Access to hundreds of retail and gym discounts through Bupa rewards.
  • Great team dynamics and a supportive culture.  
  • Discounted physio for you, friends and family.
  • Pension scheme.
  • 20 days of annual leave.
  • Employee telephone counselling support (accessible 24 hours a day, 7 days per week).
  • Cycle to work scheme.
  • Company-wide and regional social events.

Get in touch

If you are interested in applying for this role, click the apply button and upload your CV. 

For information on how your data for job applications will be processed and stored with Ascenti please visit our website here: www.ascenti.co.uk/recruitment-privacy-statement.

By submitting your application, you are confirming that you have read the privacy statement and are happy for your data to be dealt with in line with this.

Ascenti prides itself on being an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, marriage and civil partnership, or pregnancy and maternity.

At Ascenti we promote equality and inclusion from the very beginning of the recruitment process. If you require any reasonable adjustments as part of this recruitment application process, please clearly indicate this on your application so that we can make the appropriate arrangements.

Location:
Fareham
Role type:
Full time
Salary:
£17,004
Requirements
  • Experience within an a contact centre or administrative role is desirable
  • An excellent telephone manner
  • A desire to meet targets and deadlines
  • A positive, empathetic and professional manner
  • Strong computer and IT skills
  • Conscientious with a meticulous attention to detail.
  • Experience within an outbound call centre is desirable but not essential
  • A ‘can do’ attitude is essential
  • A flexible approach with an ability to adapt quickly to meet demands
  • A desire to succeed
Apply now

Please view our Privacy Statement for more information on how your data will be processed and stored with Ascenti.

By submitting your application, you are confirming that you have read the Privacy Statement and are happy for your data to be dealt with in line with the Privacy Statement.