Job title: HaS Administrator
Band: 7
Location: Homebased
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 experience of 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.
The Health Assessment Advisory Service (HAAS) contract was awarded to Serco for Lot 3 (South-West) and encompasses the delivery of Work Capability Assessments (WCA), Specialist Benefit (SB) Assessments, and Personal Independence Payment (PIP) Assessments. We are seeking an experienced individual to play a crucial role in planning, overseeing, and executing a structured test strategy and plan to deliver releases on time. Your responsibilities will include developing an overarching test strategy for the service, including test specifications, acceptance criteria, working closely with the Authority.
Key purpose
The HaS Admin Team provides administrative support for the Health Assessment Services (HaS) contract within Citizen Services. The Administrator is responsible for the accurate and efficient management of all administration activities within the end-to-end processes, including Customer Record Processing, Contact Centre Inbound Service Line Management, Processing Customer Expenses, Handing Customer Reasonable Adjustment Requests and other Admin responsibilities and actions.
This role is integral to the smooth operation of the contract ensuring all systems and updated and customer cases are fully managed from an administration perspective.
As the role is supporting a Pilot initially team member are expected to provide insight and support for innovation on the platform and processes, working both with internal teams and the DWP client.
Structure and reporting
Reports into the Admin Team Leader
Key accountabilities
* Action new referrals for PIP on the Health Assessment Service.
* Complete initial admin review of the customer cases to align into the required clinical system queues
* Manage inbound Contact Centre Customer query lines and book customer appointments ensuring all special requirements are met
* Creating claimant folders and scanning and uploading postal evidence on to relevant folder, issuing health questionnaires.
* Returning assessment document to business and usual ensuring all relevant documents copied.
* Updating system timelines with each step of the customer journey.
* Processing Customer Expenses
* Handing SMS messaging
* Processing Customer white mail correspondence
* Raise any requests for interpreter or other reasonable adjustments
Essential technical and professional skills
Skills
Attention to detail with a methodical approach to work.
Clear and friendly communicator especially when dealing with colleagues and customers.
Confident in handling queries, investigating issues and following through to resolution.
Proficient in Microsoft office, particularly Excel.
Reliable team player who can also manage individual responsibilities effectively.
Highly organised, able to manage multiple tasks simultaneously.
Flexible and able to adapt to changing priorities within the role.
Confident liaising with internal stakeholders at varying levels of the organisation
Discreet when handling sensitive information.
Open to training, feedback, and continuous improvement.
Comfortable working in a structured, deadline-driven environment with a strong focus on accuracy.
Experience of identifying and analysing problems and issues as they arise, using analytical thinking and evidence-based decisions.
Demonstrated experience in Administration
Proficient in computer literacy including Microsoft Office, with a proactive attitude towards learning new systems
Good communication and organisational skills
Proven ability to build effective working relationships and collaborate successfully with colleagues and stakeholders
Experience of identifying and analysing problems and issues as they arise, using analytical thinking and evidence-based decisions
Experience
Knowledge of DWP Health Journeys
Operational admin experience at any level
Knowledge and experience of using SharePoint.
Desirable
Committed to providing a positive and supportive experience for claimants
Consistently meets performance targets and quality standards
Approaches interactions with empathy, professionalism, and respect, even in high-pressure situations
Self-motivated and able to work independently, using initiative to manage workload effectively under pressure
Collaborative team member, willing to take on a variety of tasks to support colleagues and ensure smooth operations
Brings a proactive, solution-focused mindset with a positive, can-do attitude
Makes informed, evidence-based decisions with a strong focus on accuracy and consistence
Established track record of resolving problems efficiently and performing well under pressure
What we offer
Up to 6% contributory pension scheme
Life insurance
25days annual leave plus bank holidays. Options for annual leave purchase
A range of benefits to support the health and wellbeing of you and your familysuch as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline,free flu vaccines, eye testsand 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 which include cinema, merlin entertainment and online shoppingand discounts on mobile phone plans and leisure centre memberships.
Interesting and enjoyable work.
Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
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