Case Administrator

Serco Group Plc; Frimley; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading service provider in Frimley is seeking an individual to manage customer experiences at the Assessment Centre. Responsibilities include preparing daily assessments, maintaining customer relations, and ensuring a safe and efficient environment. The ideal candidate has excellent communication skills, organizational abilities, and experience in a customer-facing role. This role offers benefits such as a contributory pension scheme, life insurance, and a supportive team culture.

Benefits

6% contributory pension scheme

Life insurance

25 days annual leave plus bank holidays

Employee Assistance Programme

Company discounts

Qualifications

• Understanding of claimants needs and responding in a caring manner.
• Experience working effectively in a customer facing environment.
• Willingness to travel as required for covering alternate Assessment Centres.

Responsibilities

• Manage the customer experience at the Assessment Centre.
• Prepare daily sessions for assessments.
• Maintain waiting times below 30 minutes.

Skills

Communication skills

Interpersonal skills

Planning and organization

Attention to detail

Resilience

Tools

Microsoft Office

Job description

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 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 Assessment Centre (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 responsibilities

• 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.
• Work 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/stationery 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.
• Dependent on AC location take responsibility for opening and securely closing and making sure the site is safe.

Requirements / Qualifications

• 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.
• Work cohesively as part of a medical and non-medical team of individuals.
• Willingness to travel as required by the business to cover at alternate ACs (Assessment Centre) for absence.

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

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.