At a Glance
- Tasks: Manage and resolve complaints, ensuring timely responses and high-quality service.
- Company: Join Serco, a leading global employer dedicated to public service.
- Benefits: Enjoy 25 days holiday, pension contributions, and extensive training opportunities.
- Other info: Hybrid working, supportive culture, and clear paths for career progression.
- Why this job: Make a real difference in communities while developing your career.
- Qualifications: 2 years' experience in complaints handling and strong communication skills required.
The predicted salary is between 28500 - 28500 £ per year.
Location: Warrington, WA3 7PB
Salary: £28,500 per annum plus excellent benefits
Schedule: 37.5 hours per week, Monday- Friday 9am-5pm – Hybrid working pattern
As a Complaints Coordinator in our AASC (Asylum Accommodation and Support Services) team, you’ll play a key role in ensuring complaints are handled fairly, efficiently, and with care – helping to deliver trusted services that make a real difference.
You’ll support the management of complaint cases from start to finish, working with a wide range of stakeholders including the Home Office, service users, and colleagues across the business. By ensuring timely, high-quality responses and identifying opportunities for continuous improvement, you’ll help strengthen trust and deliver a positive impact on the communities we serve.
What you’ll do as a Complaints Coordinator
- Manage and process complaints and feedback, ensuring timely acknowledgement and resolution in line with agreed KPIs and standards.
- Liaise with internal teams, service providers, and external stakeholders to gather information and ensure accurate, high-quality responses.
- Monitor and manage the complaints and feedback mailbox, prioritising cases and responding to escalations appropriately.
- Produce and maintain accurate management information reports, identifying trends and opportunities for continuous improvement.
- Support compliance and quality assurance across complaints handling, ensuring data is recorded accurately and processes are followed.
- Build strong relationships across teams to support collaboration, innovation, and high service standards.
Does this sound like you?
You’ll be a great fit for this role if you have:
- Minimum 2 years’ experience handling complaints.
- Strong organisational skills, with the ability to manage multiple tasks and meet deadlines.
- Excellent communication skills, both written and verbal, with the confidence to engage stakeholders at all levels.
- High attention to detail and the ability to analyse information and solve problems effectively.
- Strong IT skills, including experience using Microsoft Office and maintaining accurate records.
Vetting and checks: A Standard DBS check will be carried out for this position. This includes spent and unspent convictions, cautions, reprimands, and warnings as permitted under the Rehabilitation of Offenders Act. An Occupational Health Questionnaire will also be completed so we can ensure you have the necessary support to perform your duties.
What we offer
- Holidays: 25 days plus bank holidays
- Pension: Up to 6% contributory pension scheme
- Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships (including L3 Team Leader and L5 Operations Manager apprenticeships), mentoring opportunities, and a focus on internal progression
- Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
- Discounts: Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
- Charity: Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
- Employee networks: Our networks support inclusion and connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including LGBTQIA+ employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds.
Let’s impact a better future, together. Apply today.
Complaints Coordinator in Cheshire employer: Serco
At Serco, we pride ourselves on being a top international employer, offering a supportive work culture that prioritises employee growth and development. As a Complaints Coordinator in Warrington, you'll benefit from a hybrid working pattern, extensive training opportunities, and a commitment to diversity and inclusion, all while making a meaningful impact in the community. With competitive benefits including a generous pension scheme, health and wellbeing support, and discounts across numerous retailers, Serco is dedicated to fostering an environment where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Coordinator in Cheshire
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching common complaints in the sector. Show that you understand the challenges and are ready to tackle them head-on!
✨Tip Number 3
Practice your communication skills. Since you'll be liaising with various stakeholders, being clear and confident in your responses is key. Try mock interviews with friends or family.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team.
We think you need these skills to ace Complaints Coordinator in Cheshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in handling complaints. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills:Since excellent communication is key for this role, give examples of how you've effectively communicated with stakeholders in the past. This will help us see your potential in managing complaints.
Be Detail-Oriented:Pay attention to the details in your application. Double-check for any typos or errors, as we value high attention to detail. A polished application reflects your commitment to quality.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team!
How to prepare for a job interview at Serco
✨Know Your Complaints Process
Familiarise yourself with the complaints handling process relevant to the role. Understand the key performance indicators (KPIs) and standards expected, as this will show your commitment to delivering high-quality responses.
✨Showcase Your Communication Skills
Prepare examples that highlight your excellent written and verbal communication skills. Be ready to discuss how you've effectively engaged with stakeholders in previous roles, as this is crucial for a Complaints Coordinator.
✨Demonstrate Organisational Skills
Think of specific instances where you successfully managed multiple tasks or tight deadlines. This will help illustrate your strong organisational skills, which are essential for prioritising complaints and feedback.
✨Highlight Continuous Improvement Mindset
Be prepared to discuss how you've identified trends or opportunities for improvement in past roles. This aligns with the job's focus on enhancing service delivery and shows your proactive approach to problem-solving.
