Job title: Site Coordinator Manager
Band: 5
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 manage a team of Site Co-ordinators (SC) ensuring all assessment centres in your area have appropriate reception cover. Ensure all assessments have the correct outcome recorded. Manage cancellations & customer wait times. Act as the local Health & Safety responsible person.
Structure and reporting relationship
Reporting Directly to the Regional Quality & Performance Manager.
Key accountabilities
* Manage a team of site coordinators who will provide support to customers across a variety of activities.
* Daily supervision of appointments ensuring all assessments are started within 30 minutes of the appointment time
* Provide weekly/monthly performance updates on waiting times and cancellations.
* Collaborate with RQPM and planning to recommend booking policy changes based on trends.
* SPOC for contact centre where queries are raised by customers
* Ordering supplies/equipment/stationary as required to ensure sufficient stocks are always maintained.
* Manage the appointment arrivals board ensuring systems keep up to date and in good order.
* Working with the scheduling team to ensure the Health Professionals' diaries are fully managed with no empty appointments.
* Provide widespread support to Health Professionals.
* 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.
* Dependant on AC location take responsibility for opening and securely closing and making sure 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
* Complete 121's with team member following Serco processes
* Ensure team compliance for Serco essentials
* Manage absence within your team using Serco Absence Management policy
* Responsible for Wellbeing & Engagement within your team
* Act as the local Health and Safety responsible person,in collaboration with the HSEQ function to ensure compliance to Serco Country Standard Operating Procedures applicable to the business i.e. Planned general inspections, Fire management, Display screen equipment, home working, Accident and investigation reporting etc.
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 organization 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.
* 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
* 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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