- Provide exceptional customer service & product/service information at front house, via telephone and email
- Supporting the Client Services Specialists and Clinic Coordinator with ad hoc tasks
- Work collaboratively with all departments to support client, examinee and expert needs
- Working towards and achieving company KPI’s and objectives for expert bookings, customer onboarding & customer service
- Assist in training lawyer/insurers/experts in the use of systems as required;
- SMS inbox management for examinee appointment confirmation
- Pro-active appointment confirmation calls to examinees and clients to avoid Failure to Attend(FTA)/late-cancellations.
- FTA/late-cancellation re-bookings
- Teleconference connections
- Home-risk assessments
- Video testing calls with examinees
- Assist the Clinic Coordinator at front reception when required to ensure Examinee and Expert support on clinic days.
- Regular communication with Managers, Clinic Coordinator and Client Services Team.
- Communicate effectively with File Team and QA;
- Adhere to quality standards as per SOPs.
- Responding to basic enquiries sent to [email protected];
- Keep up to date with key administrative knowledge in order to provide effective support as requested;
- Support Expert needs in order to enhance their experience ie. system training and assistance with general queries;
- Assist in managing the Court Hearing Notices process with the Clinic Coordinator and Client Services team.
- Assist the File and Admin team and Experts in chasing for documents for upcoming assessments from lawyers and communicate to experts and team.
- Ensure that facilities are suitable for expert needs;
- Assist the Client Services Specialists in identifying any potential risks or issues to the team and appropriate manager.
- Promote and support practices that are inclusive, responsive, safe and accessible.
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