Overview
Job Title: Site Coordinator
Salary: £24,600
Location: Oxford
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.
Key purpose
In this role you will act as the first point of contact for customers who attend the Assessment Centre to undergo their Assessment with the Functional Assessor. You will be responsible for meeting, greeting, and supporting our customers and claimants who visit the AC along with our Health Professionals (HPs) 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.
* Provide support to customers across a variety of activities, e.g., answering frequent 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 for the start of each day, in terms of equipment/supplies and general appearance – ordering supplies/equipment/stationery as required to ensure sufficient stocks are maintained at all times.
* Manage the appointment arrivals board ensuring systems keep up to date and in good order.
* Management of special requests, e.g., where a translator may be required.
* General administration duties, e.g., answering the telephone, copying documents etc.
* Working with the scheduling back-office team to ensure the Health Professionals’ diaries are fully managed with no empty appointments.
* Provide widespread support to Health Professionals.
* 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.
* Act as the key point of contact for the Health Professionals for any IT issues, ensuring they are escalated to the correct team, monitoring the issue through to resolution – escalating to manager if appropriate.
* Dependent on AC location, take responsibility for opening and securely closing and ensuring the site is safe.
* Act as the Local Systems Administrator ensuring local systems issues are initially resolved, documented, and escalated to the Support desk if required.
Essential Technical And Professional Skills, Knowledge, And Qualifications
* You will be required to undergo and successfully gain a BPSS security clearance check to undertake this position.
* Understanding of claimants needs and appropriately responding in a caring manner when required.
* Excellent communication and interpersonal skills.
* Excellent planning and organisation skills.
* Proficient in the use of 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 and work to resolution of issues.
* Able to demonstrate a clear attention to detail, ensuring that 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 by the business to cover at alternate ACs (Assessment Centre) 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
* A range of benefits to support the health and wellbeing of you and your family such as 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 which include cinema, Merlin entertainment and online shopping and 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.
About Serco
At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
How to Apply
Please click on the apply button to complete your application. We are committed to building a diverse and inclusive organisation and will make reasonable adjustments at interview through to employment for our candidates. For help with your application please contact 0345 010 4000.
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