Complaint Handler Manager

Job title: Complaint Handler Manager

Band: 5

Location: Homebased

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. 

Key purpose

The Health Assessment Advisory Service (HAAS) run by Serco arranges and carries out assessments for DWP. The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, DWP makes the decision as to whether the individual will receive any benefits.

The Complaint Handler Manager leads and manages the Complaints Team to deliver a high‑quality, compliant, and customer‑focused complaints service in line with DWP guidance and contractual requirements. Reporting to the Customer Experience Manager, the role is primarily focused on people and performance management, including oversight of work allocation, monitoring call levels and workloads, coaching and performance management, and ensuring SLAs, KPIs, quality standards, and targets are consistently achieved. The role also involves direct handling of complex, sensitive, and high‑profile complaints, with responsibility for their acknowledgement, investigation, and resolution through accurate and empathetic responses. The post holder plays a key role in managing contractual risk, maintaining organisational reputation, liaising with stakeholders across the organisation, and identifying Continuous Improvement opportunities to enhance service delivery and customer experience.

Reason for the role

The Customer Experience Team is a critical function within the Health Assessment Advisory Service, with a central responsibility for ensuring complaints are managed effectively, standards are upheld, and performance targets and KPIs are achieved.

This role plays a pivotal part in supporting the delivery of a consistent, high‑quality complaints service, ensuring that customer feedback and concerns are handled professionally, empathetically, and in line with contractual and regulatory requirements.

By supporting the effective operation of the Complaints Team, this role contributes directly to the organisation’s vision of delivering a great customer experience, fostering trust, care, innovation, and pride across the service.

Structure and reporting relationship

This role reports directly to the Customer Experience Manager and has line management responsibility for the Complaint Handlers within the Customer Experience Team.

The post holder works closely alongside Health Professional Complaints Leads and other operational stakeholders to investigate, manage, and respond to complaints relating to the service, ensuring cases are handled effectively, sensitively, and in line with contractual and regulatory requirements.

What we offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact haasrecruitment@serco.com

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