Aasc Complaints Co-ordinator

AASC Complaints Co-ordinator

Full Time
- 37.5 hours
- Salaried
- £25500

Warrington

**Job Purpose**:
This role is responsible for supporting the AASC contractual responsibilities around managing, investigating and responding to complaints cases and legal challenges. The role of the Complaints Team is to provide excellent service to those that make a complaint with regards to the Serco AASC contract. We will deal with customer and client queries in writing in order to clearly understand and resolve the customer complaint. This role will work closely with Serco colleagues, contractors and Home Office colleagues to ensure a seamless levels of service and a high focus on the Customer. To communicate with a wide range of stakeholders including the Home Office, Service Users, and internal staff at all levels of the organisation. To ensure accurate reporting is maintained and Continuous Improvement is identified where applicable.

**Key Responsibilities**:

- Liaison with a variety of internal and external stakeholders across the AASC contracts, and within wider Serco to communicate the complaint, engage to investigate and collaborate on a response.
- Support Business Improvement Team to drive innovation and continuous improvement activity across the AASC contracts in relation to opportunities identified as part of the complaints management process
- 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 resolved effectively, timely, and compliantly and enables identification of themes and trends in the complaints received
- Responsible for gatekeeping compliance and quality throughout complaints - Ensure that (where relevant) all customer history is used to enhance the customer’s experience.
- Working as a team to receive and manage current and potential Serco AASC customer's complaints, providing an exceptional level of support, communicating with them predominantly via written response
- To resolve and investigate complaints and ensure the customer can be satisfied as quickly as possible with a resolution that meets the needs of the customer, Serco and the Home Office and in accordance with our contractual requirements.
- Take ownership of customers’ concerns and act as a primary contact, case managing each customer, liaising with relevant contacts as required.
- Correspond and communicate professionally with Serco, Home Office and AIRE provider departments to ensure the complaints can be resolved within KPI deadlines and in most appropriate manner, always being mindful of the impact of the response on Serco, the Home Office, AIRE provider and Service User.
- Managing and responding to escalations within timeframe specified. Administration
- Attend and participate in team briefs and meetings, participate in training and appraisal processes as required - Adhere to Data Protection regulations and GDPR - Follow internal policies and processes to ensure that any administration tasks are completed appropriately.

**Key Skills**:

- Ability to successfully engage and influence.
- 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, Excel and databases; particularly in making and keeping accurate and timely records
- Effective communication - both verbal and written - Resourceful and adaptable
- Have high attention to detail and ability to problem solve
- Ability to work in a small highly motivated team in a collaborative way
- Previous experience of case handling
- Skilfully creating trust, building a positive relationship and delivering on promises
- Develop and maintain an in-depth level of knowledge around the contract, processes, policies and systems to ensure all of the role’s responsibilities can be carried out.
- Provide customers with a memorable and unique “Customer support” experience, reflecting Serco values.

**Experience**:
Desirable: Prior knowledge of the AASC contract is desirable but not essential.

Essential: Holds Yellow Belt accreditation or is/willing to undertake Yellow Belt trained and working towards accreditation is essential

Desirable: background or understanding in legal process such as: Rules of evidence, pre action protocols, legal framework, duty of candour, causes of action ex human rights act article 238.

**Working Hours**:

- Monday
- Friday between 8.30am-5.30pm.
- Required to work from the office. Fixed term contract

**What we offer**:

- Weekly Pay
- Free Parking
- Access