Site Coordinator

Serco Group Plc; Gloucester; On-site; GBP 25,000; Full time

Job summary

A leading service provider in Gloucester is seeking a Site Coordinator to manage assessments and provide support to customers. This role demands excellent communication skills, attention to detail, and the ability to manage daily appointments effectively. The ideal candidate will have experience in a customer-facing environment and be proficient in Microsoft Office. The position offers a supportive team culture and various employee benefits including a pension scheme and annual leave options.

Benefits

Contributory pension scheme

Life insurance

25 days annual leave plus bank holidays

Employee Assistance Programme

Company discounts on entertainment and leisure

Training and coaching opportunities

Qualifications

• Understanding of claimants’ needs and ability to respond in a caring manner.
• Excellent communication and interpersonal skills.
• Excellent planning and organisational skills.
• Proficient in Microsoft Office packages.
• Demonstrable influencing skills for excellent customer experience.
• Experience in a customer-facing environment.
• Attention to detail, ensuring documentation is correct.

Responsibilities

• Act as first point of contact for customers at the Assessment Centre.
• Prepare daily sessions for assessments ensuring equipment and supplies.
• Manage daily appointment sessions and maintain regular contact with customers.
• Ensure necessary support for customers regarding assessments.
• Perform general administration duties such as answering the phone.
• Act as site first aider and local health and safety contact.

Job description

Site Coordinator – Serco Gloucester

Location: Gloucester, England, United Kingdom | Salary: £24,600 per annum.

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 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 to undergo their assessment with the Functional Assessor (FA). You will be responsible for the preparation and daily running of functional assessments, ensuring the centre meets daily demand, avoids cancellations, and maintains a waiting time within 30 minutes.

Responsibilities

• Prepare daily sessions for telephone, video, and face‑to‑face assessments at least one week in advance, ensuring accurate customer records and adequate capacity to meet demand, including any special requirements such as interpreters.
• Manage the daily appointment sessions by maintaining regular contact with customers and functional assessors to manage capacity and avoid cancellations while keeping waiting times below 30 minutes.
• Work with the scheduling back‑office team to ensure 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 and assisting with enquiry on expense claims.
• Ensure the AC is fully prepared each day in terms of equipment, supplies and general appearance.
• Order supplies, equipment and stationery as required to maintain sufficient stocks.
• Perform general administration duties such as answering the telephone and copying documents.
• Provide widespread support to Functional Assessors.
• Act as the site first aider (training provided).
• Act as the local health and safety contact, ensuring, for example, that DSE assessments are completed for any Serco staff based at the site.
• Where required, take responsibility for opening, securely closing and ensuring the site is safe.

Qualifications

• BPSS security clearance check (required).
• Understanding of claimants’ needs and the ability to respond in a caring manner when required.
• Excellent communication and interpersonal skills.
• Excellent planning and organisational skills.
• Proficient in 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 the ability to deal with setbacks constructively and work towards resolution of issues.
• Attention to detail, ensuring that all relevant documentation is collated and correct.
• Collaboration with a medical and non‑medical team of individuals.
• Willingness to travel as required to cover alternate ACs for absence.

Benefits

• Up to 6% contributory pension scheme.
• Life insurance.
• 25 days annual leave plus bank holidays; options for annual leave purchase.
• 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 make a positive difference.
• Company discounts on cinema, entertainment, online shopping, and leisure centre memberships.
• Interesting and enjoyable work.
• Commitment to professional and personal development with training and coaching opportunities.

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.