Site Coordinator at Serco
Salary: £24,600 | Location: Reading
Serco delivers health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP). With extensive experience supporting complex case management services and working with the DWP, we impact a better future for all. Service users are treated with care and respect, and colleagues thrive in a supportive culture.
Key Purpose
In this role you will act as the first point of contact for customers who attend the Assessment Centre (AC) to undergo their assessment with a Functional Assessor (FA). You will be responsible for preparing and running daily functional assessments, ensuring the centre meets demand, avoids cancellations, and maintains waiting times within 30 minutes. You will greet and support 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, always maintaining the highest levels of customer service.
* Prepare daily sessions for telephone, video, and face‑to‑face assessments a week in advance, ensuring customer records are accurate and capacity is met, and any customer requirements such as interpreters are met.
* Manage the daily appointment sessions by maintaining regular contact with customers and functional assessors to manage capacity, avoid cancellations, and maintain 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 and assisting with enquiries on expenses claims from 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, stationary, and ensuring sufficient stocks are maintained.
* Handle general administration duties such as answering the telephone and copying documents.
* Provide widespread support to Functional Assessors.
* Act as the site first‑aider (appropriate training will be provided).
* Act as the local Health and Safety contact, responsible for ensuring DSE assessments are completed for any Serco staff based at the site.
* Take responsibility for opening, securing, and closing the site safely, depending on AC location.
Essential Technical And Professional Skills, Knowledge, And Qualifications
* Undergo and successfully gain a BPSS security clearance check.
* Understanding of claimants’ needs and respond appropriately in a caring manner.
* Excellent communication and interpersonal skills.
* Excellent planning and organisation 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 working effectively in a customer‑facing environment.
* Resilience and the ability to deal with setbacks constructively and work 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.
* Willingness to travel as required by the business to cover alternate ACs for absence.
What We Offer
* Up to 6% contributory pension scheme
* Life insurance
* 25 days annual leave plus bank holidays; options for annual leave purchase
* Benefits to support health and wellbeing, such as Employee Assistance Programme, health plans, and free flu vaccines
* A supportive culture where you can make a positive difference
* Company discounts (cinema, entertainment, shopping, phone plans, leisure memberships)
* Interesting and enjoyable work
* Professional and personal development through training and coaching opportunities
About Serco
Serco delivers essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators committed to redesigning public services for the benefit of everyone. By joining Serco, you will have access to global employee networks that support diversity, inclusion, and belonging.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications, so please apply promptly to avoid disappointment.
At Serco, we see people first for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. We will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are proud Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard.
For help with your application please contact 0345 010 4000.
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