Site Coordinator

Serco; Cambridge; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Contributory pension (up to 6%)

Life insurance

25 days annual leave + bank holidays

Employee Assistance Programme

Job summary

Serco in Cambridge is seeking a Site Coordinator to be the first point of contact for customers attending the Assessment Centre. You will prepare daily sessions for telephone, video and face-to-face assessments, ensure records are accurate, and manage capacity to keep waiting times under 30 minutes.

The role requires good communication, planning, and a patient, customer-focused approach. You will support Functional Assessors, handle admin tasks, and participate in health and safety at the site

Qualifications

• BPSS security clearance is required to undertake this position.
• Excellent communication and interpersonal skills are essential.
• Strong planning and organisational abilities.
• Experience in a customer-facing environment is required.
• Resilience and problem-solving mindset.
• Clear attention to detail and documentation.
• Ability to work effectively as part of a team.
• Willingness to travel to alternate Assessment Centres as needed.

Responsibilities

• Act as the front face of Serco and manage the customer experience at the Assessment Centre.
• Prepare daily sessions for telephone, video and face-to-face assessments, ensuring records are accurate and capacity meets demand.
• Manage daily appointment sessions and liaise with assessors to prevent cancellations and keep waiting times under 30 minutes.
• Coordinate with the scheduling back-office team to keep health professionals' diaries full.
• Provide support to customers with questions and expenses-related enquiries.
• Ensure the Assessment Centre is stocked and ready each day, ordering supplies as needed.
• Perform general admin duties and support Functional Assessors.
• Assist with site-wide health and safety tasks and act as a first aider.

Skills

BPSS clearance

Communication

Planning & organization

Customer facing experience

Resilience

Attention to detail

Teamwork

Travel willingness

Tools

Microsoft Office

Job description

Job title: Site Coordinator

Salary: £28,000pa

Contract: Perm

Location: Cambridge

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 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 Accountabilities

• 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.
• Working 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/stationary 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 with 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.
• Dependant on AC location take responsibility for opening and securely closing and making sure the site is safe.

Essential Technical And Professional Skills, Knowledge, And Qualifications

• You will be required to undergo and successfully gain a BPSS security clearance check to undertake this position.
• 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.

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.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).