Job title: Site Coordinator

Salary: £28,000pa

Location: Gloucester

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 AC to undergo their Assessment with the Functional Assessor (FA). You will be responsible for the preparation and daily running of functional assessments ensuring the assessment centre meets daily demand, avoids cancellations, and maintains waiting time within 30 minutes. You will be responsible for meeting, greeting, and supporting our 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 (AC), always working to maintain the highest levels of customer service.
• Prepare daily sessions for telephone assessments, video assessments and face to face assessments at least one week in advance, ensuring all customer records are accurate, number of appointments meets capacity, and any customer requirements such as interpreters can be met.
• Manage the daily appointment session for telephone assessments, video assessments and/or face to face assessments by maintaining regular contact with customers and functional assessors to manage capacity and avoid cancellation of assessments and maintain waiting times below 30 minutes.
• Working 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, 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/stationary as required to ensure sufficient stocks are maintained at all times.
• General administration duties, e.g., answering the telephone, copying documents etc.
• Provide widespread support to Functional Assessors.
• 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.
• Dependant on AC location take responsibility for opening and securely closing and making sure the site is safe.