AASC Complaints Team Manager

Birchwood | Other

Complaints Team Manager


Full time, Permanent (37 hours a week)

£27,500.00 per annum plus benefits


 Serco have a role as a Complaints Team Manager. As a Complaints Team Manager working on the AASC contract you are responsible for leading a team of Complaint Response Coordinators ensuring that our Service Users and the Home Office receive a timely and positive response to their complaints, within the requirements of our KPI with the Home Office.  On occasion residents may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint.



Main Accountabilities:


  • Managing, directing, and supporting a team of Customer Resolution Coordinators to provide the highest level of customer service and resolution to complaints, escalations and enquiries by developing strategies and processes to achieve high response and quality rates within timescales, guidelines and standards
  • Monitor complaint responses drafted by the team, to ensure that:
    • a robust and consistent approach is taken
    • the information given is accurate and of a high standard
    • appropriate investigations are undertaken
    • issues raised by customers are fully addressed, and
    • confidently challenge managers who fail to meet this standard.
  • Liaise with relevant departments to investigate complaints and determine effective solutions. Build effective relationships with key stakeholders, both internally and externally across the AASC contract to ensure excellent service delivery standards
  • Proactively resolve complaints in an efficient and timely manner, ensuring compliance with company and contractual policies, standards and requirements
  • Identify problems and solutions to ensure all KPI and contractual deadlines are met, that complaints and all related tasks are processed effectively and within Serco Contractual KPIs
  • Working with the Head of Business Support and Learning & Development Manager to develop and implement a complaints resolution and customer service training programme to ensure commitment to continuous learning from complaints.
  • Ensure the team are supporting the contract and wider Serco business in providing information relating to Subject Access Requests, Freedom of Information enquiries and any judicial processes
  • Ensuring high quality of written responses to Home Office escalations and queries and formal complaints
  • Dealing with complex complaints and multi departmental issues to prevent escalations or Judicial process




What you'll need to do the role:


  • Excellent people management skills with evidence of engaging staff and improving/driving team performance
  • Experience of building a culture of service/operational experience
  • Ability to successfully engage and create successful working relationships with both internal and external stakeholders
  • Ability to communicate information updates across the contract
  • Demonstrate effective time management skills and ability to manage and deliver a variety of priority tasks, prioritising own workload to meet specific timescales without prompt
  • Ability to travel within the regions and occasionally within the UK (a valid UK driver's licence is essential)
  • Security clearance at Counter Terrorism Check level and Criminal Record Bureau checks are required (the role is exempt from the Rehabilitation of Offenders Act 1974 and all offers of employment are subject to security clearance checks and approval by the Home Office)






What we offer:


  • 25 days annual leave plus bank holidays and the chance to purchase additional days.
  • Serco discounts which include cinema, entertainment and online shopping discounts, discounts on mobile phone plans and leisure centre memberships.
  • We are constantly challenging ourselves and each other to deliver brilliantly, and you will too, working in a company passionate about diversity and inclusion. 
  • A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.


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Contract Type
Expiry Date
08/08/2024 01:17:00
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