Health Professional Complaints Lead

Bristol | Health & Nursing


Permanent, Full time

Between £40,000 - £55,000 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 Health Professional Complaints Lead you will report into the Customer Experience Manager and be the primary clinical voice within the Customer Experience team, providing clinical insight, analysis, input and leadership within complaints, regulatory investigations, and administrative processes within the business. This includes providing support to non-clinical team members who interact with claimants on the phone. The role may also engage directly with colleagues within the Department for Work and Pensions (DWP) by supporting the investigations of Internal Process Reviews (IPRs) when requested.


Your main responsibilities:

  • Accurately respond to complaints where the issue raised is clinical in nature. 
  • Support the whole Customer Experience team with clinical insight and knowledge in your specialist disability assessment area. 
  • Lead on investigations prompted by clinical regulatory bodies.  
  • Develop and maintain a suite of documents and reporting mechanisms to communicate themes from complaints to ensure learning is fed back to the business as part of continuous improvement.  
  • Complete end-to-end case audits in support of complaints from Members of Parliament. 
  • Agree detective and corrective actions with line managers to support continuous improvement. 
  • Maintain approval status by completing disability assessments in your specialism. 
  • Act as a clinical point of contact for potential safeguarding issues identified in the contact centre. 


What you'll need to do the role:

  • Valid and clear NMC, HCPC or GMC
  • Knowledge of healthcare regulations and accreditation standards. 
  • Approved status with DWP as an HP with the DWP for PIP or WCA 
  • One year's experience as an HP in PIP or WCA  
  • Strong analytical and critical thinking skills. 
  • Mentoring and teaching new practitioners with the ability to provide feedback in a compassionate and constructive manner. 
  • Attention to detail and the ability to work independently. 
  • Prior experience in healthcare administration, quality improvement, or auditing is a significant advantage. 
  • CPD in Clinical Audit is an advantage. 


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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