Complaints Coordinator-AASC

Complaints Coordinator

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

Ready to impact a better future?

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

You’ll be entrusted to:

• 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.

Discover all you need to keep growing

We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

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.

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.