Clinical Support Lead

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 Role of the Clinical Support Lead (CSL) provides extensive clinical support and guidance to all Functional Assessors within a hub through a proactive, individual approach, whilst acting as a role model promoting excellence and quality within the PIP FA community. The Customer Facing CSL is expected to work collaboratively with Team Managers as there is a shared responsibility to drive performance across the hub, delivering against contractual Target Performance Levels (TPL), specifically focusing on achievement of both clinical and operational TPLs, whilst improving the overall customer experience.

The CSL is responsible for ensuring full compliance of functional analysts as specified by DWP guidelines, via regular assurance of FA’s which enables speedy identification of emerging trends relating explicitly to consistency & quality of the FA’s clinical practice to allow robust supportive intervention to be put in place.

An Effective CSL Must Demonstrate The Following Skills/behaviours:

• Good role model to other FAs and demonstrates a good positive attitude, e.g. capable of completing work to national AAD, can complete 3 assessments per day where customer availability allows, produces good consistent quality reports and has a flexible approach.
• Can adapt positively to change & has the ability to drive this forward.
• Approved FA in Face-to-face assessments for more than 1 year within PIP.
• Has the skill/experience to lead FAs through their ongoing clinical professional development.
• Ability to manage messages up to the senior team and cascade messages down to the FA’s.

Each CSL is expected to be on site as determined by business need.

Key Accountabilities:

• Cascade up to date information, plus ADHOC support and guidance regarding PIPAG to FAs through various channels.
• Fulfil CSL productivity targets for assessment and audit and as per business need.
• Ensure assurance checks of FA’s are completed as per the CSL handbook.
• Complete root cause analysis utilising all available MI and other information gathered to provide bespoke support plans and reviews in a timely manner as required as per the CSL handbook.
• Supporting returning FAs through the approval process.
• Supporting team managers and FAs with the clearance and potential closures of major omissions, audit amendments including loops and reviews.
• Supporting team managers with the performance improvement action plan processes.
• Engage in your Monthly 1-2-1’s with CDM.
• 3 assessments per month via business need channel (F2F/TA/VA).
• Delivering CPD modules each month, also to create specific training content based on lot wide requirements.
• To promote joint working and maximising local relationships with team leaders, coordinators, and established engagement structure.
• Develop FA’s succession plans.
• Support and engage clinical coaches and auditors within the hub.
• Supporting graduating FAs.
• Support the graduation process through positive engagement and collaborative working with the academy.
• Review feedback from academy to identify any early support needs and/or behavioural concerns alongside TM 1 observed assessment within week 1.
• Joint monitoring of progress against AAD and actual assessments per day against the LC.

Other Duties:

• Discussion and signing off revalidation (every 3 years).
• Attending HR meetings with the Team Managers as requested.
• Attending DRG engagement meetings.
• Update and maintain local skills registers/trackers which includes CPD modules/workbooks completed.

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.

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). Please contact our recruitment team directly on 0345 010 4000 to discuss.