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    Team Leader - Bristol, United Kingdom - Serco

    Serco
    Serco Bristol, United Kingdom

    1 week ago

    Default job background
    Description
    Home-based

    Permanent, Full time


    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.

    As the Health Professional Complaints Lead you will report into the Customer Experience Manager and be the primary clinical voice within the Customer Experience team, providing clinical insight, analysis, input and leadership within complaints, regulatory investigations, and administrative processes within the business.

    This includes providing support to non-clinical team members who interact with claimants on the phone.

    The role may also engage directly with colleagues within the Department for Work and Pensions (DWP) by supporting the investigations of Internal Process Reviews (IPRs) when requested.

    Accurately respond to complaints where the issue raised is clinical in nature.
    Support the whole Customer Experience team with clinical insight and knowledge in your specialist disability assessment area.
    Lead on investigations prompted by clinical regulatory bodies.

    Develop and maintain a suite of documents and reporting mechanisms to communicate themes from complaints to ensure learning is fed back to the business as part of continuous improvement.

    Complete end-to-end case audits in support of complaints from Members of Parliament.
    Maintain approval status by completing disability assessments in your specialism.
    Valid and clear NMC, HCPC or GMC
    Knowledge of healthcare regulations and accreditation standards.
    Prior experience in healthcare administration, quality improvement, or auditing is a significant advantage.
    Up to 6% contributory pension scheme
    Life insurance
    25 days annual leave plus bank holidays. Options for annual leave purchase & carry over

    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.

    Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

    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.

    By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks).

    Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
    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. 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. For help with your application please contact

    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).

    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.

    By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks).

    Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
    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. 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. For help with your application please contact

    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).

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