Maximus People Services employ real people with a remarkable passion to make a difference. How you behave and get things done is easily as important as your skills and capabilities and we want applicants who buy into our values and want to be part of a global business, in return we offer fantastic learning and development opportunities at every stage of your career.
We care for each other and promote a positive workplace where everyone feels valued. We know that a strong work/ life balance is important and we offer all kinds of flexible working opportunities; whether it’s to do with your disability, health or lifestyle choices we will support you to achieve the right balance. So if you're interested in flexible working opportunities, talk to us during the hiring process and we'll see what we can do.
You will be responsible for testing and escalation of key areas of risk to the business.
Conduct quality and compliance audits for MAXIMUS and Delivery Partner sites and support the business to maintain high quality standards.
You will take a lead on customer experience and be responsible for the daily management of all new and existing complaints received by ensuring all complaints are logged according to company standards and procedures.
Ensure all complaints are dealt with efficiently with excellent customer care and professionalism at all times and within timescales set by your line manager.
You will support the Head of Quality & Compliance to ensure all Safeguarding escalations are logged and responded to in line with company standards and procedures.
To conduct Quality & Compliance internal assurance audits across operational delivery sites and Customer Support Centre as requested by the Head of Quality & Compliance.
Produce internal assurance audit reports highlighting areas of risk and recommendations for improvement.
Conduct post audit Quality Assurance reviews with Regional Managers, Supply Chain Managers and Business Managers to review ongoing Action Plans for improvement.
Complete site support visits where requested by the Head of Quality & Compliance.
To have daily management of all new and existing complaints received by ensuring all complaints are logged on to the Complaints spreadsheet for effective management, investigation and response.
To develop and maintain strong links with Regional Managers/ Supply Chain Managers/ Business Managers to ensure all relevant information in relation to complaints is received in a timely manner to ensure adherence to Complaints Handling Procedure.
To understand the importance of ensuring timely and accurate recording of all complaints and supporting documentation by ensuring the effective and efficient handling of complaints.
Work closely with the Head of Quality & Compliance to ensure that complaints that raise serious issues are escalated immediately.
Assist the relevant managers, including Head of Quality & Compliance in ensuring that documentation in relation to complaints referred to the Independent Case Examiner ICE, or other relevant external body, is collated in an efficient manner, collated and organised in a logical way.
Check draft responses for all complaints produced by appropriate manager and prepare initial drafts for serious complaints.
To produce complaints reports to enable the Senior Leadership Team to analyse and review complaints data to identify themes and trends to provide complaint management reporting to be included in month quality reports.
To support Head of Quality & Compliance with the daily management of all new and existing internal safeguarding escalations received by ensuring all Safeguarding Reports are logged on the Safeguarding spreadsheet for effective management investigation and response.
To produce Safeguarding reports to enable the Senior Leadership Team to analyse and review Safeguarding data to identify themes and trends provide Safeguarding reporting to be included in the monthly quality reports.
Comply with the MAXIMUS Safeguarding policy to ensure that we maintain efforts to ensure the protection and support of vulnerable adults who are at risk of abuse
Ensure that all duties are carried out in accordance with the MAXIMUS Health & Safety Policy
Maintain and report statistics relating to the provision of our services and performance including advising on potential risks and issues
Comply with the MAXIMUS security practice to ensure customer data is always dealt with in a confidential and secure way, and our obligations around this are maintained
Performance & Teaming
Achieve individual and team targets to support the business
To promote MAXIMUS services where appropriate and maintain the professional company image and values
Values and supports continuing self development for new and existing members of staff
Develop/maintain Excel spreadsheets in line with required Company reporting data
Use of MS Outlook to set tasking schedules and general calendar reminders
To produce Freedom of Information Requests in line with MAXIMUS data handling processes.
Up to date knowledge of relevant legislation
Qualifications & Skills
Minimum of 5 GCSEs (or equivalent) at C or above including English Language and Maths
Proven Audit/ Administration / Customer Service / Complaints back ground.
An ability to multitask and work to deadlines in order to complete required workload
A minimum of three years work experience within a similar role
Proven success in achievement of targets in a high performance culture
Microsoft office & internet-based applications – Intermediate level
Excellent communications skills with a flair for building quick rapport
Able to draft complaint response letters that are of a high quality standard
Able and willing to travel within contractual areas.
Maintains a high degree of accuracy and has an eye for detail
Can be flexible to multitask as required, work independently and within a team
Experience in producing statistical spreadsheets for reporting
Performance and delivery focused - works to targets and deadlines
Resilience and resourcefulness
Approachable personality with good interpersonal skills
Maintains a methodical approach to all required tasks
Is able to maintain and develop effective systems using strong planning and organisational skills