Complaints Coordinator Apprentice-AASC

Complaints Coordinator Apprentice

Salary: £23,000
Location: Birkdale House, Kelvin Close, Birchwood, Warrington, Cheshire, WA3 7PB
Apprenticeship working hours: Full Time Mon-Fri

Key Purpose

This role is responsible for supporting the AASC contract in managing complaint cases and liaising with services across the organisation to ensure timely responses and accurate data are received.
You will communicate with a wide range of stakeholders, including the Home Office, Service Users, and internal staff at all levels of the organisation.

Additionally, as part of this role, you will complete a Level 3 Business Administration Apprenticeship, developing key business skills and gaining hands-on experience while working alongside our Business Support team.

Key Accountabilities

• Collaborate with various internal and external stakeholders involved in the AASC contracts and the wider Serco organization.
• Support the Business Improvement Team in driving innovation and continuous improvement initiatives across the AASC contracts.
• Foster and maintain respectful relationships with all stakeholders, both internal and external.
• Undertake any other responsibilities reasonably assigned by your line manager that align with your role.
• Ensure we meet or exceed the Key Performance Indicators (KPIs) established for our service delivery.
• Produce management information reports in accordance with company and customer requirements.
• Accurately record data and ensure complaints are addressed effectively and in a timely manner, identifying any themes or trends.
• Oversee compliance and quality in the handling of complaints.
• Manage the Complaints and Feedback Mailbox daily, processing complaints as necessary while adhering to response standards and timelines.
• Attend and contribute to team meetings and training sessions, as well as participate in performance appraisal processes when required.
• Adhere to Data Protection regulations and GDPR.

Key Skills

• Ability to successfully engage and influence.
• Strong organisational skills with the ability to manage multiple tasks and prioritise workload to meet deadlines.
• Excellent computer skills, including Word, Excel, and databases, particularly for making and keeping accurate and timely records.
• Collaborative approach and ability to work within a small, highly motivated team.

Knowledge and Qualifications

• Level 2 Maths and English.

Apprenticeship Details

• Apprenticeship Qualification: Level 3 Business Administration Standard.
• Expected Duration: Minimum 18 months.
• As part of the apprenticeship scheme, we’ll provide training in Level 3 Business Administration and Level 2 Functional Skills in English and Maths (if required). All training will be delivered by our Apprenticeship team at Serco.
• You will develop the skills you need for the role by working alongside experienced colleagues and gaining hands-on experience.

Benefits

• Up to 6% contributory pension scheme.
• Serco discounts.
• A safe and supportive culture.
• The chance to make a positive difference every day through the work you do.
• A company passionate about diversity and inclusion.

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. 

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 Gold 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.