Job title: Clinical Complaint Lead
Band: 4
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
This role is 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.
Reason for the role
Functional Assessment Services (FAS) is a new contract for Serco delivering assessment services for disabled people and people with health conditions. We will be responsible for delivering assessments for Personal Independence Payments (PIP), Employment and Support Allowance (ESA), Universal Credit (UC) as well as some Specialist Benefits (SB) for the DWP.
The contract will commence in September 2024 and is planned to run for an initial 5-year term. This is a contract of huge importance and a new area of work for us, requiring the employment of many health professionals. Ensuring an efficient, responsive, and claimant centred complaints process is essential for our delivery.
Structure and reporting relationship
You will report to the Customer Experience Manager
Key accountabilities
Essential technical and professional skills, knowledge, and qualifications
Additional requirements of the role
What we offer
Job title: PIP Clinical Complaint Lead
Band: 4
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
This role is 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.
Reason for the role
Functional Assessment Services (FAS) is a new contract for Serco delivering assessment services for disabled people and people with health conditions. We will be responsible for delivering assessments for Personal Independence Payments (PIP), Employment and Support Allowance (ESA), Universal Credit (UC) as well as some Specialist Benefits (SB) for the DWP.
The contract will commence in September 2024 and is planned to run for an initial 5-year term. This is a contract of huge importance and a new area of work for us, requiring the employment of many health professionals. Ensuring an efficient, responsive, and claimant centred complaints process is essential for our delivery.
Structure and reporting relationship
You will report to the Customer Experience Manager
Key accountabilities
Essential technical and professional skills, knowledge, and qualifications
Additional requirements of the role
What we offer
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 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 - Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (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 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.
#haascareers
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 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 - Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (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 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.
#haascareers