Overview
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 responsibilities
* Act as the front face of Serco, managing the customer experience for all visitors and staff attending the Assessment Centre (AC), and maintain the highest levels of customer service.
* Provide support to customers across activities such as 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 prepared for each day in terms of equipment, supplies and general appearance; order supplies/equipment/stationery to maintain stocks at all times.
* Manage the appointment arrivals board and keep systems up to date and in good order.
* Manage special requests, e.g., where a translator may be required.
* Perform general administration duties, e.g., answering the telephone, copying documents, etc.
* Work with the scheduling back-office team to ensure 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; responsible for ensuring DSE assessments are completed for Serco staff based at the site.
* Serve as the key point of contact for Health Professionals for IT issues, ensuring escalation to the correct team and monitoring resolution; escalate to manager if appropriate.
* Depending on AC location, take responsibility for opening and securely closing the site and ensuring it is safe.
* Act as the Local Systems Administrator, ensuring local system issues are initially resolved, documented, and escalated to the Support Desk if required.
Essential 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 resolve issues.
* 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 by the business to cover at alternate ACs (Assessment Centre) for absence.
Disability Confident
About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. In certain recruitment situations the employer may limit the overall numbers of interviews offered to both disabled and non-disabled people. For more details please go to [the employer’s site].
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 (e.g., Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa helpline, free flu vaccines, eye tests, and more)
* A fantastic culture and supportive team with a commitment to diversity and inclusion
* Company discounts on cinema, Merlin Entertainment, online shopping, mobile plans and leisure centre memberships
* Interesting and enjoyable work
* Professional and personal development with training and coaching opportunities
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