Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

PURPOSE

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.

Supporting the smooth running of remote operations by 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, helping to manage expectations and reduce disruption.
• 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, including Workforce Planning, Clinical Operations, IT, Quality, and Customer Service teams, 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.

Essential Criteria

• 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.

Desirable Criteria

• 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.