Site Coordinator
Location: Bournemouth, England, United Kingdom
Salary: £24,600
Key Purpose
In this role you will act as the first point of contact for customers who attend the AC to undergo their assessment with the Functional Assessor (FA). You will be responsible for the preparation and daily running of functional assessments, ensuring the assessment centre meets daily demand, avoids cancellations, and maintains waiting times within 30 minutes. You will also greet, support, and assist customers and claimants who visit the AC along with our FAs who work from assessment centres and remotely.
Key Accountabilities
* Act as the front face of Serco managing the customer experience for all visitors and staff attending the Assessment Centre (AC), always working to maintain the highest levels of customer service.
* Prepare daily sessions for telephone assessments, video assessments and face‑to‑face assessments at least one week in advance, ensuring all customer records are accurate, appointment numbers meet capacity, and any customer requirements such as interpreters are met.
* Manage the daily appointment session for telephone, video and/or face‑to‑face assessments by maintaining regular contact with customers and FAs to manage capacity, avoid cancellations and keep waiting times below 30 minutes.
* Work with the scheduling back‑office team to ensure the Health Professionals’ diaries are fully managed with no empty appointments.
* Provide support to customers across a variety of activities, e.g. answering questions about the assessment or assisting with enquiries on expenses claims from customers who have incurred costs to attend the AC.
* Ensure the AC is fully prepared for the start of each day, in terms of equipment/supplies and general appearance – ordering supplies, equipment and stationery as required to maintain sufficient stocks at all times.
* Perform general administration duties, e.g. answering the telephone, copying documents, etc.
* Provide widespread support to Functional Assessors.
* Act as the site first aider (appropriate training will be given).
* Act as the local Health and Safety contact, e.g. responsible for ensuring DSE assessments are completed for any Serco staff based at the site.
* Depending on AC location, take responsibility for opening and securely closing the site and ensuring it is safe.
Essential Technical and Professional Skills, Knowledge, and Qualifications
* Successful completion of a BPSS security clearance check.
* Understanding of claimants’ needs and responsiveness in a caring manner when required.
* Excellent communication and interpersonal skills.
* Excellent planning and organisation skills.
* Proficient computer skills, including Microsoft Office.
* Demonstrable influencing skills to support the delivery of an excellent customer experience.
* Ability to maintain and develop working relationships.
* Experience of working effectively in a customer‑facing environment.
* Resilience and the ability to deal with setbacks constructively and work towards resolution of issues.
* Attention to detail, ensuring all relevant documentation is collated and correct.
* Ability to work cohesively as part of a medical and non‑medical team.
* Willingness to travel as required by the business to cover alternate ACs in case of absence.
What We Offer
* Up to 6% contributory pension scheme.
* Life insurance.
* 25 days annual leave plus bank holidays, with options for annual leave purchase.
* A range of benefits to support health and wellbeing, including an Employee Assistance Programme, the Wisdom App, Simply Health cash plans, Bupa Anytime helpline, free flu vaccines, eye tests and more.
* A supportive culture where you’ll have the chance to make a positive difference in a company passionate about diversity and inclusion.
* Company discounts – cinema, Merlin entertainment, online shopping, mobile phone plans, leisure centre memberships, etc.
* Interesting and enjoyable work.
* Commitment to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
About Serco
Serco delivers essential public services worldwide across defence, transport, justice, immigration, healthcare and citizen services. We are an innovative team of 50,000 people committed to redesigning and improving public services for the benefit of everyone.
Joining Serco gives you unlimited access to our Global Employee Networks – Inspiring (Gender), Embracing (Multicultural), Unlimited (Disability) and In@Serco (LGBT+). We are proud to be a disability‑confident leader and holder of the Silver Inclusive Employer Standard.
We support fair access to employment for people with unspent criminal convictions through the ‘Ban the Box’ pledge. For further information please contact our recruitment team on 0345 010 4000.
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