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AASC Complaints Team Manager



12d ago

Applications are closed

  • Job
    Entry, Junior, Mid, Senior & Expert Level
Complaints Team Manager
Full time, Permanent (37 hours a week)
£27,500.00 per annum plus benefits

Serco have a role as a Complaints Team Manager. 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.

Main Accountabilities:
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, to ensure that:
a robust and consistent approach is taken
the information given is accurate and of a high standard
appropriate investigations are undertaken
issues raised by customers are fully addressed, and
confidently challenge managers who fail to meet this standard.
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

What you’ll need to do the role:
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
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)

What we offer:
25 days annual leave plus bank holidays and the chance to purchase additional days.
Serco discounts which include cinema, entertainment and online shopping discounts, discounts on mobile phone plans and leisure centre memberships.
We are constantly challenging ourselves and each other to deliver brilliantly, and you will too, working in a company passionate about diversity and inclusion.
A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.


Mission & Purpose

Serco is one of the world’s largest providers of public services to Governments, employing over 50,000 people in over 20 countries. The services we provide are often of critical importance to the communities and nations we serve. Providing public services is one of the most satisfying and rewarding careers you can have. You have an ability to make a real positive difference to people’s lives and to the safety and security of your community and country. Serco operates in five sectors of public-service provision: Health, Transport, Justice & Immigration, Defence and Citizens Services. Sometimes we are supporting people at troubled times in their lives, be they unemployed, refugees fleeing persecution, or in prison. In other parts of our business we are running some of the most advanced train services in the world, delivering essential support to armed forces, keeping hospitals safe and running 24x7, and providing environmental services. Serco is a business where people and values matter. We have a strong public service ethos, and we employ people who want to make a positive difference to other people’s lives. We operate in North America, UK, Europe, Middle East, Hong Kong, Australia and New Zealand, and we encourage people to develop their careers moving both between different businesses and countries. And as a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled leaders is insatiable, and few companies can offer as many opportunities for people to grow their careers. We are looking for people to join Serco who share our desire to make a positive difference, the confidence to work as part of a team, the insight to spot the opportunity to do things better, and, importantly, the ability to take the initiative and put great ideas into practice wherever they are needed.

Culture & Values

  • Trust

  • Care

  • Innovation

  • Pride