Complaints Coordinator-AASC

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.

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., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

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.