WCA Site Coordinator
Location: Westen-Super-Mare
Salary: £, - £
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 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 responsibilities
* Act as the front face of Serco, managing the customer experience for all visitors and staff at the Assessment Centre (AC), always working to maintain the highest levels of customer service.
* Prepare daily sessions for telephone, video, and face‑to‑face assessments at least one week in advance, ensuring all customer records are accurate and appointments meet capacity requirements, and interpretive needs are met.
* Manage the daily appointment session for telephone, video, and/or face‑to‑face assessments by maintaining regular contact with customers and functional assessors to manage capacity, avoid cancellations, and keep waiting times below minutes.
* Work with the scheduling back‑office team to ensure Health Professionals’ diaries are fully managed with no empty appointments.
* Provide support to customers across a variety of activities, answering questions about the assessment and assisting with enquiries on expense claims for customers who have incurred costs to attend the AC.
* Ensure the AC is fully prepared each day in terms of equipment, supplies, and general appearance – ordering supplies/equipment/stationery as required to maintain sufficient stocks.
* Perform general administration duties, answer telephone, copy documents, etc.
* Act as the site first aider (training provided).
* Act as the local Health and Safety contact, responsible for ensuring DSE assessments are completed for any Serco staff based at the site.
* Depending on AC location, open and securely close the site, ensuring it is safe.
Essential technical and professional skills, knowledge, and qualifications
* Successfully gaining a BPSS security clearance check.
* Understanding of claimants’ needs and an appropriate caring response when required.
* Excellent communication and interpersonal skills.
* Excellent planning and organisational skills.
* Proficiency in Microsoft Office packages.
* 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 ability to deal with setbacks constructively, working to resolution of issues.
* Clear attention to detail, ensuring all relevant documentation is collated and correct.
* Work cohesively as part of a medical and non‑medical team of individuals.
* Willingness to travel as required to cover alternate Assessment Centres.
What we offer
* Up to 6% contributory pension scheme.
* Life insurance, days of annual leave plus bank holidays.
* Options for annual leave purchase.
* A range of benefits to support the health and wellbeing of you and your family, including Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests, and more.
* A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
* Company discounts on cinema, Merlin Entertainment, online shopping, mobile phone plans, leisure centre memberships.
* Opportunity for professional and personal development with a wide range of training and coaching opportunities.
* Job reference: J‑18808‑Ljbffr
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