Job Description 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. 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.
