Complaints Coordinator Apprentice

Salary: £23,000

Location: Birkdale House, Kelvin Close, Birchwood, Warrington, Cheshire, WA3 7PB

Apprenticeship working hours: Full Time Mon-Fri

Reason for the role

Due to continuous growth, we are expanding our Business Support team.

The team are responsible for ensuring our quality 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.

Key Purpose

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

Key Accountabilities

• Collaborate with various internal and external stakeholders involved in the AASC contracts and the wider Serco organization.
• Support the Business Improvement Team in driving innovation and continuous improvement initiatives across the AASC contracts.
• Foster and maintain respectful relationships with all stakeholders, both internal and external.
• Undertake any other responsibilities reasonably assigned by your line manager that align with your role.
• Ensure we meet or exceed the Key Performance Indicators (KPIs) established for our service delivery.
• Produce management information reports in accordance with company and customer requirements.
• Accurately record data and ensure complaints are addressed effectively and in a timely manner, identifying any themes or trends.
• Oversee compliance and quality in the handling of complaints.
• Manage the Complaints and Feedback Mailbox daily, processing complaints as necessary while adhering to response standards and timelines.
• Attend and contribute to team meetings and training sessions, as well as participate in performance appraisal processes when required.
• 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
• 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

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 administration and IT platforms

Knowledge and Qualifications

Level 2 Maths and English

Prior knowledge of the AASC contract is desirable but not essential

Additional / special features of the role

• Ability to travel within the regions and occasionally within the UK (a valid UK driver's licence is essential)
• 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)
• As part of the apprenticeship scheme, we'll provide you with L3 Business Administration and L2 Functional English and Maths training (all delivered by our Apprenticeship team at Serco). You'll also have access to a treasure trove of development opportunities and enjoy the full training, support and encouragement of our super-friendly team. You will develop the skills you need for the job by working alongside your colleagues and getting hands on experience.
• Apprenticeship Qualification: L3 Business Administrator Standard

Expected Apprenticeship Duration: 18 months minimum

• Up to 6% contributory pension scheme
• Serco discounts
• A safe and supportive culture
• The chance to make a positive difference everyday with the work you do
• A company passionate about diversity and inclusion

#aasccareers

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.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.