Complaints Handler (Home Based, West Midlands, GB)

Home-Based, with potential infrequent travel to Bristol.

Permanent Band 7

Contract: 12 month FTC

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 complaints handler responsible for supporting the Health Assessment Advisory Service contract in managing complaints, engaging sensitively and empathetically with claimants, and liaising with services across the organisation to ensure timely complaint responses. You will communicate with a wide range of stakeholders including different business areas, claimants, and internal staff at all levels of the organisation. You will be responsible for the acknowledgement and investigation of complaints received and for providing high quality responses to all different complaint types and ensure a high-quality service is maintained and Continuous Improvement opportunities are identified where applicable. Reporting directly into the to the Customer Experience Manager directly and works alongside Health Professional Complaints Leads to investigate and respond to complaints about the service.  

Your main responsibilities

• Acknowledge, investigate, and respond to complaints about the service.
• Maintain and develop respectful relationships with both internal and external stakeholders.
• Perform any other duty reasonably required by the line manager commensurate with the role.
• To ensure that as a service provider we meet or exceed the Key Performance Indicators (KPIs) which have been agreed.
• To ensure that MI reports are produced in line with company and customer requirements.
• To ensure data is recorded accurately and the complaints received are investigated effectively, in a timely manner, and compliantly and enables identification of themes and trends in the complaints received.
• Daily monitoring and management of complaints and complaint mailbox, processing complaints as required and ensuring adherence to response standards, KPI timescales and client escalations and requests.  

What you’ll need to do the role

• Previous experience in a complaint management role is essential. 
• Knowledge of and previous experience working in Department for Work and Pensions (DWP) complaint processes in PIP and/or WCA Experience of working in a pressured, fast paced environment and meeting targets Organisational skills with the ability to manage a variety of tasks and prioritise own workload to meet specific timescales.
• Excellent computer skills including Word and excel; particularly in making and keeping accurate and timely records.
• Effective communication – both verbal and written Previous experience of administration and IT platforms    

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.    

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 [email protected]

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