Customer Champion

5 months ago

Bristol, United Kingdom Serco Plc Full time

Home-Based
Permanent, Full time
Between £45,000 - £50,000 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 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.

As the customer champion you will report into the customer experience manager and be key clinical voice within the Customer Experience team, providing clinical insight, analysis, and input gathered from external engagement activities with claimant representative groups to the business. You will be working collaboratively with the external engagement and communications functions; this role will be the Serco clinical voice at all external clinical engagement initiatives. The role may also engage directly with colleagues within the Department for Work and Pensions (DWP) by supporting the investigations of Internal Process Reviews (IPRs) when requested.

**Your main responsibilities**: Collaboratively deliver external engagement activity with relevant clinical, disability-related and interest groups. Glean insight from clinical engagement activity, and ensure it is translated into clinical continuous improvement initiatives within Serco. Develop and maintain a suite of documents and reporting mechanisms to communicate themes from engagement activity to ensure learning is fed back to the business as part of continuous improvement. Support the authorship and training teams in developing specific learning resources when and if engagement activity supports this. Maintain approval status by completing disability assessments in your specialism.

**What you’ll need to do the role**:
Approved status with DWP as an HP
Valid and clear NMC, HCPC or GMC One year’s experience as an HP in PIP or WCA Prior experience in healthcare administration, quality improvement, clinical authorship or auditing is a significant advantage. Knowledge of healthcare regulations and accreditation standards. Excellent communication and interpersonal skills with ability to provide feedback in a compassionate and constructive manner. Experience engaging outside of the employing organisation. Attention to detail and the ability to work independently.

What we offer
Up to 6% contributory pension scheme
Life insurance
25 days annual leave plus bank holidays. Options for annual leave purchase & carry over
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.

About Serco

At Serco, not only is the nature of the work we do important, everyone 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.

Apply

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

About Serco
At Serco, not only is the nature of the work we do important, everyone 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.

Apply

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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