Complaints Handler

Bristol | Health & Nursing

Home-Based, with potential infrequent travel to Bristol.

Permanent, Full time

Band 5, Between £28,000 - £37,000 per annum


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. 


As the complaints handler 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. You will communicate with a wide range of stakeholders including different business areas, claimants, and internal staff at all levels of the organisation. You will be responsible for the acknowledgement and investigation of complaints received and for providing high quality responses to all different complaint types and ensure a high-quality service is maintained and Continuous Improvement opportunities are identified where applicable.


Reporting directly into the to the Customer Experience Manager directly and works alongside Health Professional Complaints Leads to investigate and respond to complaints about the service.


Your main responsibilities:

  • Acknowledge, investigate, and respond to complaints about the service.
  • 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.


What you'll need to do the role:

  • 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
  • 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
  • Previous experience of administration and IT platforms



What we offer

  • Up to 6% contributory pension scheme
  • Life insurance
  • 25 days annual leave plus bank holidays. Options for annual leave purchase & carry over
  • 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, 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. 

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 Silver 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.

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Contract Type
Expiry Date
30/05/2024 01:06:00
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