WCA Case Administrator Team Leader - Bristol

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 a WCA Case Administrator Team Leader, you will be responsible for leading a team of Case Administrators providing support to both the team and to the Customer as required. The Case Administrator Team Leader will oversee and determine work requirements to ensure TPL's/KPI's are successfully achieved and that the team meets all targets.,

• Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.
• Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales.
• Ensuring that medical, administrative, accommodation and IT resource utilisation is maximised.
• Producing and making active use of statistical data and work management reports to effectively manage workloads.
• Provide performance reports/ data as and when required.
• Building and maintain positive customer relationships.
• Manage multiple teams with a variety of job content and performance targets.
  
  Excellent interpersonal skills
• Ability to develop good relationships with customers and colleagues.
• Ability to organise and prioritise work in an effective manner.
• Ability to work under pressure.
• Self-motivation and awareness
• Excellent Team player
• Attention to detail.
• Must be flexible due to the demanding nature of the role.
• Understands the internal roles and responsibilities of the wider organisation.
• Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
• Organisation skills: demonstrate the ability to prioritise workload when multitasking in a rational manner both individually and for the team.
• Problem solving skills, analytical, logical thinker.
• Ability to manage change positively, effectively, and efficiently to achieve best outcomes.
• Positive attitude, personal drive to achieve and exceed targets and support others in achieving targets.
• Ability to work unsupervised and use initiative Adapts to changing circumstances and latest information that affects goals and plans; can play several distinct roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change.
• Flexible and adaptable attitude: willing to undertake other ad hoc duties as required e.g., supporting other teams / cover team leader duties etc
• Innovative thinking and ability to inspire team members.
  
  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. By joining Serco, you will have unlimited access to our Global Employee Networks - Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.


• 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.