Job title: WCA Site Coordinator
Salary: £24,000 - £26,000
Location: Southampton
Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).
Our extensive experience supporting complex case management services across the globe and working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.
Key purpose
In this role, you will act as the first point of contact for customers attending the Assessment Centre (AC) to undergo their assessment with the Functional Assessor (FA). You will be responsible for preparing and managing daily assessments to ensure the centre meets demand, minimizes cancellations, and maintains waiting times within 30 minutes. You will support customers and claimants visiting the AC, as well as FAs working on-site and remotely.
Key accountabilities
* Manage the customer experience at the Assessment Centre, ensuring high standards of service.
* Prepare daily assessment sessions, including telephone, video, and face-to-face assessments, at least one week in advance, ensuring all customer needs are met.
* Coordinate daily appointment sessions, maintaining communication with customers and assessors to prevent cancellations and keep waiting times below 30 minutes.
* Work with the scheduling team to ensure all appointments are filled and managed effectively.
* Assist customers with inquiries, including questions about assessments and expenses incurred for attending the AC.
* Ensure the AC is prepared daily with necessary equipment and supplies, ordering stock as needed.
* Perform general administrative duties such as answering calls and copying documents.
* Support Functional Assessors with their needs.
* Act as the site first aider (training provided).
* Serve as the local Health and Safety contact, ensuring DSE assessments are completed for staff.
* Depending on the location, take responsibility for opening and securing the site, ensuring safety.
Essential skills, knowledge, and qualifications
* Must undergo and pass a BPSS security clearance.
* Understanding of claimant needs and responding empathetically.
* Excellent communication and interpersonal skills.
* Strong planning and organizational skills.
* Proficiency in Microsoft Office.
* Effective influencing skills to enhance customer experience.
* Ability to build and maintain working relationships.
* Experience in a customer-facing environment.
* Resilience and problem-solving skills.
* Attention to detail and accuracy in documentation.
* Ability to work cohesively within a medical and non-medical team.
* Willingness to travel between assessment centres as needed.
What we offer
* Up to 6% contributory pension scheme
* Life insurance
* 25 days annual leave plus bank holidays, with options to purchase additional leave
* A range of health and wellbeing benefits, including Employee Assistance Programme, health cash plans, and more.
* A supportive culture committed to diversity and inclusion.
* Company discounts on entertainment, shopping, mobile plans, and leisure memberships.
* Opportunities for professional and personal development through training and coaching.
About Serco
At Serco, everyone plays an important role in delivering essential public services worldwide, including defence, transport, justice, immigration, healthcare, and citizen services. We are committed to innovation and improving public services for all.
Joining Serco grants access to our global employee networks focused on diversity and inclusion, such as Serco Inspire, Serco Embrace, Serco Unlimited, and In@Serco.
Apply by clicking the apply button. Please note that applications may close early if a high volume is received. We encourage diverse applications and support flexible working arrangements. We are a Disability Confident Leader and an inclusive employer. For assistance with your application, contact 0345 010 4000.
We support fair access to employment for individuals with unspent criminal convictions through the 'Ban the Box' pledge. Please contact us to discuss eligibility.
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