Serco Plc
Site Coordinator Manager
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Job title: Site Coordinator Manager
Band: 5
Location: Successful candidate must live in Lot 3 (South West/South Central England) due to travel required within the region
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.
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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
- 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.
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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.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required).
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