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Complaints Office Operative

Job Req ID:  101285
Posting Start Date:  13-Jan-2021

Nottingham, GB

Contract Type:  Full Time
Job Advertisement: 



Complaints & Compliance Administrator

HMP Lowdham Grange, Nottinghamshire

Full-Time/ Permanent

£18,360 per annum + Benefits


Here at Serco we’re looking for a Complaints & Compliance Administrator to join us at HMP Lowdham Grange in Nottinghamshire. You will be joining our well-established team onsite, playing a key part in managing all complaints from initiation through to resolution.  


You will proactively deal with each complaint in a timely and efficient manner, monitor its progress and ensure all relevant information is obtained using all necessary channels. You will also maintain contact with staff to ensure the steady flow of completed complaint forms and replies without unnecessary delay and forward completed complaint forms, once registered, to the appropriate person within the establishment/ other establishment or to the area manager IMB to reply.


As part of this you’ll:

  • Returning replies to the prisoner in accordance with policies and procedures.
  • Ensuring that confidential access cases reach the Director, the area manager or the IMB in accordance with policy.
  • Follow up all cases and ensuring cases have been responded to within the time frame.
  • Ensure that prisoners whose complaints are delayed receive an interim reply.
  • Compile monthly statistics from the database and make them available to all relevant parties.
  • Assist in the compliance department in the collation of performance management data and KPT’s data from numerous departments and to assist in the analysing and reporting of this data to the director and relevant authorities.
  • Assist the compliance department in the completion and administration of audits in the establishments self-audit process to ensure compliance of prison service standards throughout the establishment.


What you’ll need to do the role

First and foremost, you’ll need to have worked in a similar role or have a strong admin background, excellent knowledge of all Microsoft applications including word and excel and be able to work in a pressured environment.


The successful applicant will be approachable, efficient, reliable, helpful and friendly. We are looking for someone that can communicate at all levels, build strong working relationships and be a successful part of an ever growing team.


Why Serco

Meaningful and vital work - You’ll contribute to the reintegration of ex-offenders back into society, helping them to address the factors that influence criminal behaviour and lowering reoffending rates

A world of opportunity - With six prisons across the UK and a breadth of roles, you’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team. who believe passionately in the value of our work.


What we offer

  • Flexible and part time working considered
  • 10-day pa CPD
  • Pension – 6%
  • Bike4Work scheme
  • Employee Assistance Programme
  • Chance to contribute to innovation in the public services/prisons sector
  • A company passionate about diversity and inclusion
  • Serco Benefits package


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. 


We’re a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.


Serco supports 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).

Apply now »