Customer Champion

Bristol | Health & Nursing


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.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

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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Contract Type
Expiry Date
30/05/2024 01:06:00
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