Customer Experience Manager

Job title: Customer Experience Manager

Band: 3

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 & Reason for the role

The Customer Experience Manager will lead our customer relations function to develop and operationally deliver the complaints and customer relations strategy for Health Assessment Advisory Service (HAAS).

This essential, externally facing role will sensitively and respectfully lead the delivery of our customer experience function. Members of this team will engage directly with the most vulnerable in society when they raise concerns and complaints about our services within HAAS, as we deliver disability assessment services on behalf of the Department for Work and Pensions. In doing so there is significant social value in discharging the functions of this role to a high standard as you will materially impact the experience that thousands of people receive as they progress through our services.

Structure and reporting relationship

• This role will lead a team of complaint handlers, clinical complaints leads and a customer champion.
• This role will develop our strategy and approach to managing investigations and complaints from a wide variety of sources to include claimants, representatives, Members of Parliament, clinical regulatory bodies, and the Independent Case Examiner (ICE).
• This role will also play a key role in the governance of service quality by ensuring and driving the insight garnered from data from the customer experience team, into our continuous improvement strategy. Reporting directly into the senior management team, the role holder must be visible across the organisation and work collaboratively with clinical authors, clinical coaching, clinical training, clinical audit, operations, and data analytics to define the customer experience strategy for our organisation.
• This role may also be required to develop excellent relationships with our client as part of regular performance and governance meetings.

Key accountabilities

• Drive high standards of claimant experience through operational excellence and planning.
• Maintain and manage complaint responses in line with service level agreements.
• Engage collaboratively across the business to integrate the voice of the claimant into our continuous improvement approach.
• Analyse and gain insight from data analytics.
• Ensure the contract remains contractually compliant with all service level agreements that relate to complaints.
• Foster a culture of inclusivity, support, and openness within local and business wide teams.
• Maintain oversight and accountability for all complaint responses provided by Serco within HAAS Develop direct report's performance by supporting, coaching, mentorship, and training.
• Support staff attrition rates by making Serco a great place to work for team members.
• Maintain accurate records of all customer experience activity across the organisation.

Essential technical and professional skills, knowledge, and qualifications

• Extensive experience managing and leading customer relations teams in a sensitive context.
• Knowledge of and/or experience of managing complaints processes within a large government contract.
• Extensive understanding of stage 1 and 2 complaint response methodology and experience working with the independent case examiner (ICE).
• Understanding of clinical regulatory body investigation processes.
• Experience managing ministerial or parliamentary complaints.
• Skills and experience of operational management in the customer experience sector.
• Skills in developing and delivering operational reporting approaches.
• Knowledge and experience of managing subject access requests, right of access requests.
• Experience developing and interpreting management information reports and ensuring key, relevant management information is accurate.

Additional Features of the role

• Extensive knowledge of PIP and/or WCA and/or Special benefits

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.

About Serco
At Serco, not only is the nature of the work we do important, but everyone also 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 - Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (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 Silver 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.

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