Complaints Coordinator

Complaints co-ordinator
**Location**: Warrington office
**Working hours**: Full Time, 37.5 hours per week
14 month fixed term contract - maternity cover
**Salary**: £23,000 Per annum

On behalf of the Home Office, Serco manages the Asylum Accommodation and Support Services Contract (AASC) for the Midlands and East of England. We focus on assisting individuals through the asylum system, ensuring that vulnerable asylum seekers have access to the support they need along with a high standard of accommodation.

We have an opening for a Complaints co-ordinator to join our team on a fixed term contract.

This role is responsible for supporting the AASC contract in managing complaint cases and liaising with services across the organisation to ensure timely responses and data received.
To communicate with a wide range of stakeholders including the Home Office, Service Users, and internal staff at all levels of the organisation.
To be responsible for the acknowledgement of complaints received and quality assuring responses and providing support to services on compliance.
To ensure accurate reporting is maintained and Continuous Improvement is identified where applicable.

This is a role that is fast paced and requires a lot of attention to detail, great time management skills and the ability to prioritise your workload to meet deadlines.

**Some of your duties involve**:
Liaison with a variety of internal and external stakeholders across the AASC contracts, and within wider Serco
Maintain and develop respectful relationships with both internal and external stakeholders
To ensure that as a service provider we meet or exceed the Key Performance Indicators (KPIs) which have been agreed
To support with MI reports and ensure they are produced in line with company and customer requirements
To ensure data is recorded accurately and the complaints received are resolved effectively, timely, and compliantly and enables identification of themes and trends in the complaints received.
Responsible for gatekeeping compliance and quality throughout complaints
Daily monitoring and management of Complaints and Feedback Mailbox, processing complaints as required and ensuring adherence to response standards, KPI 8 timescales and customer escalations and requests
Perform any other duty reasonably required by the line manager commensurate with the role

**What you need to do the job**:
This is an opportunity for an individual who has the ability to successfully engage and influence.
Having some experience of working in a pressured, fast paced environment and meeting targets is essential.
We are looking for someone who has great organisational skills with the ability to manage a variety of tasks, and prioritise own workload to meet specific timescales.
They must have excellent computer skills including Word, Excel and databases; particularly in making and keeping accurate and timely records.
They must have effective communication skills - both verbal and written.
It is imperative that they have high attention to detail and ability to problem solve.
Additionally, they must have the ability to work in a small highly motivated team in a collaborative way.
Finally, they must demonstrate previous experience of administration and IT platforms. E.g they must be competent in using Microsoft Excel, Outlook etc.

**What we offer**:
Up to 6% contributory pension scheme
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme and more
Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, retail, leisure and hospitality discounts
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
Interesting and enjoyable work
A safe and supportive culture

Why Serco?

**A place you can make an impact**: As part of a highly collaborative team, you’ll be able to strongly influence hiring managers efforts that help us deliver vital services.

**A place you can count on**: Working for a globally operating business delivering essential services across 5 vital sectors, your next opportunity and challenge won’t be hard to find.

**A place for you**: You’ll become an integral member of a well-defined and supportive team, who believe passionately in the value of our work. We promote an empathic approach, respecting individual differences and the value of diverse perspectives.

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.

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