Administrator in Bristol

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.

The Health Assessment Advisory Service (HAAS) contract was awarded to Serco for Lot 3 (South-West) and encompasses the delivery of Work Capability Assessments (WCA), Specialist Benefit (SB) Assessments, and Personal Independence Payment (PIP) Assessments. We are seeking an experienced individual to play a crucial role in planning, overseeing, and executing a structured test strategy and plan to deliver releases on time. Your responsibilities will include developing an overarching test strategy for the service, including test specifications, acceptance criteria, working closely with the Authority.

The HaS Admin Team provides administrative support for the Health Assessment Services (HaS) contract within Citizen Services. The Administrator is responsible for the accurate and efficient management of all administration activities within the end-to-end processes, including:

• Customer Record Processing
• Contact Centre Inbound Service Line Management
• Processing Customer Expenses
• Handing Customer Reasonable Adjustment Requests

This role is integral to the smooth operation of the contract ensuring all systems are updated and customer cases are fully managed from an administration perspective. As the role is supporting a Pilot initially, team members are expected to provide insight and support for innovation on the platform and processes, working both with internal teams and the DWP client.

Key accountabilities:

• Action new referrals for PIP on the Health Assessment Service.
• Complete initial admin review of the customer cases to align into the required clinical system queues.
• Manage inbound Contact Centre Customer query lines and book customer appointments ensuring all special requirements are met.
• Creating claimant folders and scanning and uploading postal evidence onto relevant folder, issuing health questionnaires.
• Returning assessment documents to business as usual ensuring all relevant documents are copied.
• Updating system timelines with each step of the customer journey.
• Processing Customer Expenses.
• Handing SMS messaging.
• Processing Customer white mail correspondence.
• Raise any requests for interpreter or other reasonable adjustments.

Essential technical and professional skills:

• Attention to detail with a methodical approach to work.
• Clear and friendly communicator especially when dealing with colleagues and customers.
• Confident in handling queries, investigating issues and following through to resolution.
• Proficient in Microsoft Office, particularly Excel.
• Reliable team player who can also manage individual responsibilities effectively.
• Highly organised, able to manage multiple tasks simultaneously.
• Flexible and able to adapt to changing priorities within the role.
• Confident liaising with internal stakeholders at varying levels of the organisation.
• Discreet when handling sensitive information.
• Open to training, feedback, and continuous improvement.
• Comfortable working in a structured, deadline-driven environment with a strong focus on accuracy.
• Experience of identifying and analysing problems and issues as they arise, using analytical thinking and evidence-based decisions.
• Demonstrated experience in Administration.
• Proficient in computer literacy including Microsoft Office, with a proactive attitude towards learning new systems.
• Good communication and organisational skills.
• Proven ability to build effective working relationships and collaborate successfully with colleagues and stakeholders.

Experience:

• Knowledge of DWP Health Journeys.
• Operational admin experience at any level.
• Knowledge and experience of using SharePoint.

Desirable:

• Committed to providing a positive and supportive experience for claimants.
• Consistently meets performance targets and quality standards.
• Approaches interactions with empathy, professionalism, and respect, even in high-pressure situations.
• Self-motivated and able to work independently, using initiative to manage workload effectively under pressure.
• Collaborative team member, willing to take on a variety of tasks to support colleagues and ensure smooth operations.
• Brings a proactive, solution-focused mindset with a positive, can-do attitude.
• Makes informed, evidence-based decisions with a strong focus on accuracy and consistency.
• Established track record of resolving problems efficiently and performing well under pressure.

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.