WCA Site Coordinator in Bristol

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 experience supports complex case management services across the globe and with the DWP, enabling us to impact a better future for all.

Our service users are treated with care and respect, and our colleagues thrive in a supportive culture.

Responsibilities

• Act as the first point of contact for customers who attend the Assessment Centre (AC) to undergo their Functional Assessment (FA).
• Prepare and run daily functional assessments to ensure the AC meets daily demand, avoids cancellations, and maintains waiting times within 30 minutes.
• Greet and support customers and claimants visiting the AC, and work with Functional Assessors who operate from the AC and remotely.
• Act as the front face of Serco to manage the customer experience for all visitors and staff at the AC, maintaining high levels of customer service.
• Prepare daily sessions for telephone, video, and face-to-face assessments at least one week in advance; ensure records are accurate, appointments meet capacity, and any required interpreters are arranged.
• Manage the daily appointment session for all assessment types by maintaining regular contact with customers and assessors to manage capacity and avoid cancellations; maintain waiting times below 30 minutes.
• Collaborate with the scheduling back-office team to ensure Health Professionals' diaries are fully managed with no empty appointments.
• Provide support to customers across activities such as answering questions about the assessment and handling enquiries about expenses claims incurred to attend the AC.
• Ensure the AC is prepared for the start of each day in terms of equipment, supplies, and general appearance; order supplies and equipment as required to maintain stock levels.
• Carry out general administration duties (e. g., answering the telephone, copying documents) and provide broad support to Functional Assessors.
• Act as the site first aider (appropriate training will be provided).
• Act as the local Health and Safety contact, e. g., ensuring DSE assessments are completed for Serco staff based at the site.
• Open and securely close the site and ensure the area is safe, depending on AC location.

Qualifications and Skills

• 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 the ability to handle setbacks constructively and work toward resolution of issues.
• Attention to detail to ensure that all relevant documentation is collated and correct.
• Ability to work cohesively as part of a medical and non-medical team.
• Willingness to travel as required to cover alternate ACs for absence.

Benefits and Working Arrangements

• Up to 6% contributory pension scheme.
• Life insurance.
• 25 days annual leave plus bank holidays, with options to purchase additional leave.
• A range of benefits to support health and wellbeing, including Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa helpline, free flu vaccines, and eye tests.
• Flexible and hybrid working where possible with reasonable adjustments during recruitment and employment.
• Guaranteed Interview Scheme for applicants with disabilities, veterans, and people with convictions who meet the minimum criteria.
• Ban The Box pledge to support fair access for those with unspent criminal convictions (some roles may have security exemptions).
• Company discounts on cinema, entertainment, online shopping, mobile plans, and leisure centre memberships.
• Opportunities for professional and personal development through training and coaching.
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