Complaints Officer

Are you passionate about advocating for the rights of disabled students? Join our team at Capita as a Complaints Officer on our DSA contract and make a meaningful impact. Reporting to the Customer Services Manager, you will be at the forefront of resolving complaints, ensuring each case is handled with care and efficiency ensuring that students receive a timely and fair response. As an integral part of the customer service team, you will ensure complainants receive excellent customer service, showcasing Capita commitment to fair and ethical treatment for all. Handling escalations from the team working on providing DSA Assessments you will thoroughly investigate the complaint, taking into account information from the complainant and he business and look to provide not only a resolution to this complaint but also identify areas where a better service can be provided. This is a rewarding role and one critical to the success of the service that we provide within the DSA, ensuring that the students receive the best possible service and that we, as a business, can learn and improve the service we provide to them Job title: Complaints Officer Job Description: What you’ll be doing: Ensuring that all complaints are logged accurately, acknowledged and a resolution provided in accordance with contractual service levels agreements Receiving and managing complaints directly, via the telephone, email and post Escalating serious complaints in line with company procedures Managing their own workload to ensure that complaints are progressed within SLA Gathering information from other areas of the business in order to investigate complaints fully Communicating effectively both internally and externally using appropriate methods of communication Proactively managing student feedback in the interest of the business and continuous improvement Deal with escalated complaints in a timely and thorough manner Work with colleagues on key trends and resolutions What we’re looking for: Extensive DSA knowledge Excellent communication skills – verbal and written Attention to detail The ability to manage own workload effectively Positive and can do approach to work Excellent customer focus About Capita Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly. A publicly listed business with adjusted revenue of £2.6bn, Capita areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders About DSA Disabled Students’ Allowance is a non-means-tested financial support for students in higher education. It covers the study-related costs students may have because of a mental health condition, long-term illness or other disability. Support could include specialist technology, equipment and training. It can also be used to pay for non-medical help, such as specialist mentoring or specialist study skills support, and travel. We’ll take claimants through the process, from carrying out their study needs assessment and recommending support, to delivering equipment and providing training. Our specially trained assessors will carry out a professional assessment, making it clear what they can expect from us and what they will need to do in return. We provide support for Student Finance England (SFE) and Student Finance Wales (SFW) students in Wales, the Midlands, London, the East of England and Northern Ireland. What in it for you? A competitive basic salary £28,000 23 days’ holiday (rising to 27) with the opportunity to buy extra leave A fully home based role The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you. What we hope you’ll do next: Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Equal Opportunities At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com Location: Home-Based - GBR , United Kingdom Time Type: Full time Contract Type: Permanent Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.