[Hiring] Site Coordinator @Ingeus

Role Description

Remote Site Coordinators support the operational delivery of assessment services through the co-ordination of virtual assessment activities, management of claimant communications, and completion of administrative tasks to ensure a seamless claimant experience.

• Providing a professional and empathetic first point of contact for claimants, responding to telephone and email enquiries in a timely manner.
• Supporting claimants with the assessment process and ensuring that all virtual appointments are coordinated effectively.
• Managing assessment schedules, maintaining accurate records, coordinating resources with operational teams, and providing administrative support to Functional Assessors and managers.
• Ensuring all information is handled securely, accurately, and in accordance with company policies and procedures.

Accountabilities

• Accountable for claimant experience, providing a friendly, professional, and supportive service throughout the assessment journey.
• Acting as the first point of contact for claimants, responding to telephone, email, and system enquiries promptly and professionally.
• Ensuring claimants are informed of any delays, changes, or issues relating to their appointments.
• Coordinating virtual assessment schedules and supporting the efficient allocation of appointments to meet contractual requirements.
• Liaising with Functional Assessors, Delivery Team Leaders, Delivery Managers, and operational support teams to ensure effective workflow and service delivery.
• Supporting claimants with appointment-related queries, expense claims, and requests for further information or documentation where required.
• Processing, scanning, uploading, and maintaining Further Medical Evidence (FME) and other assessment documentation within company systems.
• Accurately updating and maintaining claimant records using DWP (Department for Work and Pensions) and Ingeus systems.
• Monitoring virtual assessment platforms and supporting both assessors and claimants with access, connectivity, or technical issues where appropriate.
• Carrying out a range of administrative duties to support the remote assessment service, including document preparation, correspondence, reporting, and data entry.
• Supporting operational reporting requirements and maintaining accurate records to support audit and compliance requirements.
• Working collaboratively with internal departments to ensure continuity of service.
• Raising and tracking system, IT, and process-related issues through approved channels and following through to resolution where appropriate.
• Gathering and recording claimant feedback to support continuous service improvement initiatives.
• Ensuring all sensitive and personal information is handled securely and confidentially in line with data protection and information security requirements.
• Contributing to a positive and collaborative remote working environment through effective communication and teamwork.

Qualifications

• Customer service experience within a fast-paced environment.
• Strong communication skills with the ability to communicate professionally with a range of stakeholders via telephone, email, and virtual platforms.
• Excellent organisational, time management, and prioritisation skills.
• Strong IT skills, including Microsoft Word, Excel, Outlook, and the ability to learn new systems quickly.
• Previous experience in an administrative, scheduling, coordination, or customer service role.
• Ability to build and maintain effective working relationships with internal and external stakeholders.
• Ability to work independently and manage competing priorities in a remote environment.
• Good level of literacy and numeracy.
• Strong attention to detail and accuracy.
• Ability to create, maintain, and manage accurate electronic records.
• Ability to adapt positively to changing operational demands and priorities.
• Comfortable working with confidential and sensitive information.

Requirements

• Previous experience supporting remote, virtual, or hybrid service delivery operations.
• Experience coordinating appointments, workloads, or resources within a healthcare, contact centre, or customer service environment.
• Experience using case management, CRM, scheduling, or workflow management systems.
• Excellent knowledge of Microsoft Office applications, including Word, Excel, Teams, and Outlook.
• Experience supporting customers or service users through telephone and digital communication channels.
• Understanding of data protection and information governance requirements.

Benefits

• Employment Type: Full Time / Permanent
• Compensation: up to GBP 26227.50 yearly