Site Coordinator – PIP Assessment Centre

Job description

PLEASE NOTE: The nature of many of our claimants conditions means that PIP employees may sometimes need to deal with challenging situations. The right candidate will be empathetic by nature but also able to diffuse situations of minor conflict and calm claimants who may be agitated or upset. Organisational skills are key here as the smooth running of the Assessment Centre must continue without disruption to other claimants.
 
Act as the front face of Atos managing the customer experience for all visitors and staff attending the centre, working at all times to maintain the highest levels of customer serviceManage the “on the day” and “intra-day” arrival of claimants into the centre ensuring that appointments run to schedule and the workload is spread in accordance with the “Learning Curve” of the Healthcare Practitioners.
Provide support to customers across a variety of activities e.g. answering general questions about the PIP consultations, assisting with enquiries on expenses claims from customers who have incurred costs to attend their consultationsEnsure 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.
Manage the appointment arrivals board ensuring systems keep up to date and in good orderManagement of special requests e.g. where a translator may be requiredUndertake the required identity checks with each customerGeneral administration duties; e.g. answering the telephone, copying, documents etcWorking with the scheduling back office team ( based elsewhere) to ensure the Health Practitioners’ diaries are fully managed with no empty appointmentsProvide general support to Health Practitioners based or attending the Consultation CentreAct 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, fire alarm checks, risk assessments etc are completed for any Atos staff based at the siteAct as the key point of contact for the Health Practitioners for any IT issues, ensuring they are escalated to the correct team, monitoring the issue through to resolution – escalating to manager if appropriateDependant on site location take responsibility for opening and securely closing

Desired profile

Essential / Minimum Criteria
You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this positionAbility to work towards targets, independently, under pressure and an appreciation of when to escalate to Site Manager, who may not always be on site.
Understanding of claimants needs and appropriately responding in a caring manner when requiredExcellent communication and interpersonal skillsExcellent planning and organization skills with the ability to “think out of the box” to ensure issues that may arise can be resolvedProficient in the use of Microsoft office package mainly Excel as this is a programme that will be used on a daily basisDemonstrable influencing skills to support the delivery of an excellent customer experienceAbility to maintain and develop working relationships with a variety of teams across a number of areasExperience of working effectively in a customer facing environmentResilience and ability to deal with setbacks constructively and work to resolution of issuesAble 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 individualsWillingness to travel as required by the business to cover at alternate s for absence