Site Administrator

Serco Limited; Guildford; On-site; GBP 24,000 - 26,000; Full time

Job summary

A leading company is seeking a WCA Site Coordinator to manage customer experiences at the Assessment Centre. The role involves coordinating assessments, ensuring high service standards, and providing support to customers and assessors. The ideal candidate will possess excellent communication skills and experience in a customer-facing role. This position offers a supportive culture and opportunities for professional development.

Benefits

Contributory pension scheme

Life insurance

25 days annual leave plus bank holidays

Health and wellbeing benefits

Qualifications

• Successful clearance of BPSS security check.
• Experience in a customer-facing environment.

Responsibilities

• Manage customer experience at the Assessment Centre.
• Coordinate daily appointment sessions to prevent cancellations.
• Support customers with inquiries about assessments.

Skills

Communication

Planning

Organizational Skills

Problem Solving

Attention to Detail

Customer Service

Tools

Microsoft Office

Job description

Job Title: WCA Site Coordinator

Salary: £24,000 - £26,000

Location: Bournemouth

Contract type: 6 month fixed term

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 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 attending the Assessment Centre (AC) for their assessment with the Functional Assessor (FA). You will be responsible for preparing and managing the daily operations of functional assessments, ensuring the centre meets demand, avoids cancellations, and maintains waiting times within 30 minutes. You will support customers, claimants, and FAs both on-site and remotely.

Key accountabilities

1. Manage the customer experience at the Assessment Centre, maintaining high standards of customer service.
2. Prepare daily assessment sessions in advance, ensuring all customer records and requirements (e.g., interpreters) are met.
3. Manage daily appointment sessions, coordinating with customers and assessors to prevent cancellations and keep waiting times below 30 minutes.
4. Work with the back-office team to ensure the health professionals’ diaries are fully booked.
5. Support customers with inquiries, including questions about assessments and expenses claims.
6. Ensure the AC is prepared each day with necessary equipment and supplies.
7. Handle general administrative duties such as answering calls and copying documents.
8. Provide support to Functional Assessors as needed.
9. Act as the site first aider (training provided).
10. Serve as the local Health and Safety contact, ensuring DSE assessments are completed.
11. Depending on the location, be responsible for opening and closing the site securely and ensuring safety.

Essential skills, knowledge, and qualifications

• Successful clearance of BPSS security check.
• Understanding claimant needs and responding empathetically.
• Excellent communication and interpersonal skills.
• Strong planning and organizational skills.
• Proficiency in Microsoft Office.
• Influencing skills to support customer experience.
• Ability to build and maintain relationships.
• Experience in a customer-facing environment.
• Resilience and problem-solving skills.
• Attention to detail and accurate documentation.
• Ability to work effectively within a team.
• Willingness to travel to other AC locations as needed.

What we offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays, with options for purchase
• Health and wellbeing benefits, including Employee Assistance Programme, wellness apps, cash plans, and more.
• A supportive and inclusive culture with opportunities for professional development.

About Serco

At Serco, everyone plays an important role in delivering essential public services worldwide, including defence, transport, justice, immigration, healthcare, and citizen services. We are committed to innovation and improving public services for everyone.

Joining Serco gives you access to our global employee networks focused on diversity and inclusion, led by colleagues passionate about belonging.

Application process

Please click the apply button to submit your application. Early applications are encouraged, as roles may close early if we receive high volume.

We are committed to diversity and inclusion and support reasonable adjustments during the interview process. We welcome applications from all backgrounds and are a Disability Confident Leader and Silver Standard employer. For assistance, contact 0345 010 4000.

We support fair access for individuals with unspent criminal convictions through our 'Ban the Box' pledge. Please contact us to discuss.