Job title: Clinical Support Lead

Band: 4

Contract: Perm

Base Location: Gloucester or Swindon. You will have a primary base location of one of the two sites listed, however will also be responsible for the remaining site and will need to travel depending on business needs. Reasonable travel expenses incurred when travelling to sites outside of your base location will be reimbursed in accordance with Serco’s Travel and Expenses Policy.

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.

The Role of the Clinical Support Lead (CSL)

The CSL provides extensive clinical support and guidance to all Functional Assessors within through a proactive, individual approach, whilst acting as a role model promoting excellence and quality within the PIP FA community. The CSL is expected to work collaboratively with Team Managers as there is a shared responsibility to drive performance, delivering against contractual Target Performance Levels (TPL), specifically focusing on achievement of both clinical and operational TPLs, whilst improving the overall customer experience. The CSL is responsible for ensuring full compliance of functional analysts as specified by DWP guidelines, via regular assurance of FA’s which enables speedy identification of emerging trends relating explicitly to consistency & quality of the FA’s clinical practice to allow robust supportive intervention to be put in place.

Key accountabilities

• Cascade up to date information, plus ADHOC support and guidance regarding PIPAG to FAs through various channels.
• Fulfil CSL productivity targets for assessment and audit and as per business need.
• Ensure assurance checks of FA’s are completed as per the CSL handbook.
• Complete root cause analysis utilising all available MI and other information gathered to provide bespoke support plans and reviews in a timely manner as required as per the CSL handbook.
• Supporting returning FAs through the approval process.
• Supporting team managers and FAs with the clearance and potential closures of major omissions, audit amendments including loops and reviews.
• Supporting team managers with the performance improvement action plan processes.
• Engage in your Monthly 1-2-1’s with AQALs.
• 3 assessments per month.
• Delivering CPD modules each month, also to create specific training content based on lot wide requirements.
• To promote joint working and maximising local relationships with team leaders, coordinators, and established engagement structure.
• Develop FA’s succession plans.
• Support and engage clinical coaches and auditors within the hub.

Supporting graduating FAs

Support the graduation process through positive engagement and collaborative working with the academy. Review feedback from academy to identify any early support needs and/or behavioural concerns alongside TM 1 observed assessment within week 1. Joint monitoring of progress against AAD and actual assessments per day against the LC.

Other Duties

• Discussion and signing off revalidation (every 3 years).
• Attending HR meetings with the Team Managers as requested.
• Attending DRG engagement meetings.
• Update and maintain local skills registers/trackers which includes CPD modules/workbooks completed.

What we offer

• 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.

Our inclusive recruitment commitment:

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment. Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form. Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions). For support with your application, please contact haasrecruitment@serco.com