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Job Purpose:

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.

Key Responsibilities:

• 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
• 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
• Setting up systems and processes to effectively monitor performance of the team and ensure officers are meeting performance targets and preventing escalations.
• Prioritise and deal with all customer complaints and Home Office enquiries in accordance with contractual timescales and standards and aim to resolve them to the customer’s satisfaction.
• Build and maintain collaborative working with internal and external parties including The Home Office, the AIRE Provider, customers, managers, and contractors in relation to resolving Service User complaints and ensure consistent practices operate across the directorate.
• To co-ordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services and providing feedback · Provide regular feedback to management to ensure continuous improvement
• Manage performance of the team and produce performance data for senior staff across the contract.
• Ensure data is accurately recorded, analysed, and reported to management by producing reports, briefings and information updates to a high standard within limited timeframe
• Setting up systems and processes to effectively monitor performance of the team and ensure officers are meeting performance targets and preventing escalations
• Monitor industry trends on complaints handling processes and make recommendations to management as appropriate
• Deal with Home Office queries on a daily basis and escalate to Head of Business Support where appropriate
• Contribute to operational excellence within the Business Support Team
• Support wider Business Support Team when required · Any other duties as required commensurate with this role

Key Skills:

• 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.
• Strong ICT skills
• Excellent organization and time-management abilities
• Detail-oriented, self-motivated and able to work with minimal supervision
• Proficient in Microsoft Office and other relevant software tools

Working Hours:

• Monday- Friday between 8.30am-5.30pm.
• Required to work from the office.

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)

Why Serco Workforce Solutions

Meaningful and vital work - Take pride in doing temporary work that really matters.

Work directly with the public and gain career satisfaction by providing a vital front-line service.

A world of opportunities - With us, you’ll have direct access to training, development, support to grow and many more career opportunities.

Great people - Our temporary workers are highly valued members of the SWS team. We believe in putting people first, so we welcome you, we look after you and we support and empower you to care for the public and each other.