Complaint Handler

**Job title**: Complaints Handler
**Salary**: £25,000 - £35,000
**Location**: Homebased
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.
Key purpose & Reason for the role
This role is 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.
This role will communicate with a wide range of stakeholders including different business areas, claimants, and internal staff at all levels of the organisation.
This role will be responsible for the acknowledgement and investigation of complaints received and for providing high quality responses to all different complaint types.
This role will ensure a high quality service is maintained and Continuous Improvement opportunities are identified where applicable
The customer experience team are an essential function within HAAS and the complaint handler plays a core role in the discharge of the team’s functions.
The team are responsible for ensuring our complaint standards are met and KPI’s are achieved
This is a pivotal role in supporting the business to meet its vision of delivering a great customer experience, which drives trust, care, innovation, and pride.
Structure and reporting relationship
This role reports to the Customer Experience Manager directly and works alongside Health Professional Complaints Leads to investigate and respond to complaints about the service.
Key accountabilities
Acknowledge, investigate and respond to complaints about the service
Liaison with a variety of internal and external stakeholders across the HAAS contract
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
Attend and participate in team briefs and meetings, participate in training and appraisal processes as required
Adhere to Data Protection regulations and GDPR
Essential technical and professional skills, knowledge, and qualifications
Ability to engage and influence across teams
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
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 administration and IT platforms
Knowledge and Qualifications
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
What we offer
Up to 6% contributory pension scheme
Life insurance
25 days annual leave plus bank holidays. Options for annual leave purchase
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, but everyone also 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 f